Call Centre Agent

Job Description:

1.Operation Management

-Managing large amounts of inbound and outbound calls in a timely manner

- To provide solution to resolve customers enquiries effectively and efficiently to meet or exceed customer's expectation

- Build sustainable relationships and engage to customers by taking the extra mile

- Keep records of all conversations in our call center database in a comprehensible way

2.Performance Management

- To coordinate closely with Team Leader / Supervisor in managing personal call time and volume (i.e. AUX, ACW and what deems appropriate) and act appropriately to achieve the service targets

- Agents to always update & upgrade their product knowledge and to understand new guidelines or circulars to have better understandings of the business requirements

3. Communication skills

- Agents to actively listen to and assist the customers to resolve complaints received professionally with dedication & integrity.

- Agents to ensure all incoming calls follow standard opening greetings and closing.

- Ensure all conversations are clear for customer's easy understanding.

- Agents to actively listen to and assist the customers to resolve complaints received professionally with dedication & integrity.

- Ensure all responds, answers and information given is accurate to avoid any confusions & repeated enquiries

Requirements:

2) Sound knowledge of basic contact centre management principles

3) Effective Communication Skills and excellent in language proficiency

4) Proficient in Microsoft Office, Word, and Excel