Contact Centre Agent at Willers Solutions

RESPONSIBILITIES

• Manage large amounts of incoming phone calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers and generate sales leads

REQUIREMENTS

• A minimum of bachelor’s degree/HND in any relevant discipline from a reputable higher institution.
• A minimum of 1 year of proven experience in customer support experience in the media, telecom, or banking sector.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills,
• Ability to multi-task, prioritize, and manage time effectively.