CALL CENTRE AGENT

DUTIES AND RESPONSIBILITIES

Customer Support (Inbound Calls)

• Respond promptly to incoming calls and customer inquiries.
• Provide accurate information about products, services, and company policies.
• Identify customer needs and offer appropriate solutions.

Complaint Resolution

• Listen actively to customer concerns and complaints.
• Handle issues professionally, ensuring timely and effective resolution.
• Escalate complex cases to the relevant departments where necessary.

 Outbound Calling

• Make outbound calls to customers based on assigned campaigns, leads, or follow-ups.
• Promote products and services, upsell, or cross-sell where applicable.
• Maintain a high level of engagement and professionalism during calls.

Customer Experience Management

• Build positive relationships with customers to enhance loyalty and retention.
• Ensure all interactions meet quality assurance and customer satisfaction standards.

Documentation & Reporting

• Accurately record customer interactions, feedback, and complaints in the system.
• Prepare daily and weekly reports on call activities and outcomes.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Diploma or Degree in any field.
• Minimum of 2 years’ proven experience in a call centre or customer service role.
• Experience in handling both inbound and outbound calls is an added advantage.
• Excellent communication and interpersonal skills
• Strong listening and problem-solving abilities
• Customer-focused with a positive attitude
• Ability to handle pressure and manage difficult customers
• Good organizational and time management skills
• Basic computer literacy and familiarity with CRM systems

HOW TO APPLY

• If you meet the above qualifications, skills and experience share CV on recruitment@britesmanagement.com
• Interviews will be carried out on a rolling basis until the position is filled.
• Only the shortlisted candidates will be contacted.