Contact Centre Intern at Careers Verified

Job Summary

• We are seeking a proactive and enthusiastic Contact Centre Intern to support our team in delivering exceptional customer service and operational efficiency.
• This internship offers a hands-on experience in handling customer inquiries, resolving issues, and understanding the dynamics of a fast-paced contact center environment.

Key Responsibilities
Customer Interaction:

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Address customer concerns and escalate complex issues to senior team members.
• Provide accurate information about products, services, and policies.

Call and Case Management:

• Log customer interactions and complaints into the CRM system.
• Follow up on open cases to ensure timely resolution.
• Assist in preparing daily and weekly reports on customer queries and resolutions.

Support Operations:

• Aid in coordinating team schedules and workflows.
• Assist in monitoring call quality and providing feedback to improve service delivery.

Learning & Development:

• Participate in training sessions to understand systems, processes, and products.
• Shadow experienced agents to gain insights into best practices.

Process Improvement:

• Identify recurring customer issues and suggest solutions to enhance customer satisfaction.
• Contribute ideas to streamline contact center processes and improve operational efficiency.

Qualifications and Skills

• Interested candidates should possess a Bachelor`s Degree / HND / OND qualification.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Customer-focused mindset with a problem-solving attitude.
• Ability to work in a fast-paced environment and manage multiple tasks effectively.