Contact Centre Agent at Credit Direct Limited

Job Summary

Responsible for providing excellent customer service by handling inbound and outbound customer interactions. This role involves addressing customer inquiries, resolving issues, and providing information about products and services.

Job Details

Customer Interaction & Issue Resolution:

• Handle inbound and outbound calls, emails, and chat interactions from customers.
• Provide accurate and timely information about products, services, and policies.
• Assist customers with inquiries, complaints, and issues, ensuring a positive customer experience.
• Strive to meet or exceed customer satisfaction and quality assurance standards.
• Handle customer interactions with professionalism and empathy.
• Make outbound, and answer inbound calls, to track customer satisfaction index and help prequalify leads.
• Review abandoned calls and place call-backs to customers who waited long in the queue or called multiple times without success.
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Gather and report customer feedback to help improve services and products.
• Resolve customer issues effectively and efficiently.
• Escalate complex issues to the Contact Centre Resolution Officer or Supervisor as needed.
• Follow up with customers to ensure their issues are fully resolved.

Data Entry & Documentation:

• Accurately document customer interactions and transactions in the CRM system.
• Maintain detailed records of customer complaints, inquiries, and feedback.
• Update customer information as necessary.

Team Collaboration & Performance:

• Work collaboratively with team members to achieve contact centre goals.
• Attend QA and other organizational trainings to keep abreast of updates within Credit Direct.
• Participate in team meetings and training sessions.
• Support new team members by sharing knowledge and best practices.
• Meet performance targets, including call handling time, customer satisfaction, and resolution rates.
• Adhere to contact centre protocols and guidelines.

Requirements

• Ordinary National/High National Diploma or equivalent; additional qualifications in customer service or related fields are a plus.
• Previous experience in a customer service role, preferably in a contact centre environment.
• Experience with CRM systems and contact centre software is an advantage.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in using computers and navigating various software applications.
• Ability to handle stressful situations calmly and effectively.

COMPETENCIES REQUIREMENTS:

Technical:

• Business Development
• Customer Experience Management 
• Customer Relationship Management 
• Customer Service 
• Data Analysis
• Financial Analysis 
• Market Research and Consumer Behaviour
• Quality Assurance 
• Sales Management

Behavioural:

• Entrepreneurial Mindset
• Excellence
• Execution
• Energy
• Empathy
• Evolution
• Emotional Intelligence
• Business Acumen
• Decision-Making
• Result Oriented
• Communication written & verbal
• Stakeholder Management
• Analytical Thinking
• Managing Risk
• Service Orientation

What to Expect in the Hiring Process:

• A preliminary phone call with the recruiter
• Technical interview 
• Assessment
• Interview with Senior members of the team
• Cultural and Behavioural Fit Interview with a member of the Executive team.