Customer Service /Call Center Agent at Nicole Sinclair Consulting

Responsibilities

• Managing large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Responding to requests and enquires online
• Taking and handling the phone inquiry and complaints
• Follow-up on customer calls
• Build sustainable relationships and engage customers by taking the extra mile
• Identifying customers’ needs, clarifying information, researching every issue, and providing solutions 
• Keep records of all conversations in our call center database in a comprehensible way
• Process orders, requests, and applications
• Identify and escalate issues to supervisors
• Report on customer feedback
• Provide personalized customer service
• Follow-up on customer calls
• Upsell products and services when required
• Ensure feedback from the customer to further improve the customer services
• Provide product and service information to customers
• Meet personal/team qualitative and quantitative targets

Competency/Skill/Requirements

•  Bachelor's degree in a related field
• Minimum of 6 months experience in customer service/ call center agent
• Excellent communication skills
• Strong phone and verbal communication skills along with active listening
• Ability to multi-task, set priorities and manage time effectively
• Ability to learn fast and adapt well to changing work schedules
• Must have a good eye for detail
• Must have good problem-solving skills
• Should be innovative
• Must have experience and skills needed to lead a team
• Ability to handle stressful situations appropriately
• Must have high moral principles