Experienced Call Center Agent at HRLeverage Africa

Job Description

• Our Client is currently in need of experienced call center agents to respond to incoming calls from the clients as well as answer inquiries, troubleshoot problems, provide information and handle complaints regarding the organization’s products or services.

Responsibilities
The Ideal candidate will be responsible for:

• Answering phones from customers professionally and responding to customer inquiries and complaints.
• Researching required information using available resources.
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Providing customers with the organization’s service and product information.
• Processing forms, orders, and applications requested by the customers.
• Identifying, escalating priority issues and reporting to the high-level management.
• Routing inbound calls to the appropriate resources.
• Following up complicated customer calls where required.
• Completing call notes and call reports as necessary and updating them in the CRM.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing administration, communicating and coordinating with internal departments.
• Other duties as assigned.

Requirements

• Minimum of a First Degree in Business Administration or any related field
• Minimum of  two (2) years experience as a call centre agent in a telecommunication or financial institution as this is key to this role.
• Excellent communication skills, including verbal and written languages.
• Ability to work with others in a close manner.
• Good computer skills.
• Good multi-tasking skills
• Technical expert in related computer applications.
• Able to react effectively and calmly in emergencies.
• Able to maintain customer confidentiality.