Job Title: Call Centre Agent
Job Summary
A Call Centre Agent is responsible for handling inbound and/or outbound customer calls, addressing inquiries, resolving complaints, and providing information about products or services. The role requires strong communication skills, patience, and the ability to handle customer concerns efficiently.
Key Responsibilities
- Answer incoming calls and respond to customer queries in a timely manner
- Make outbound calls to customers for sales, follow-ups, or surveys
- Provide accurate information about products, services, or company policies
- Resolve customer complaints and escalate issues when necessary
- Maintain detailed records of customer interactions in the system
- Meet performance targets such as call handling time, quality scores, and customer satisfaction
- Follow company scripts and communication guidelines when required
Required Skills & Qualifications
- High school diploma or equivalent (Bachelor’s degree is a plus)
- Excellent verbal and written communication skills
- Good listening and problem-solving abilities
- Basic computer knowledge and familiarity with CRM systems
- Ability to work under pressure and handle difficult customers
- Strong multitasking and time-management skills
Preferred Qualities
- Previous experience in a call centre or customer service role
- Positive attitude and customer-focused mindset
- Ability to work flexible shifts, including evenings or weekends
Working Conditions
- Office or remote work environment
- Rotational shifts may be required
- Performance-based targets and metrics
