CUSTOMER CARE / CALL CENTRE REPRESENTATIVE

DUTIES AND RESPONSIBILITIES

 Customer Support

• Handle inbound and outbound customer calls professionally, providing accurate information on products, services, and company policies.
• Respond promptly to customer inquiries, complaints, and requests through phone, email, or other communication channels.
• Resolve customer issues efficiently, escalating complex matters to the relevant department when necessary.

Order Processing and Administration

• Process customer orders, quotations, returns, and service requests accurately using the CRM/ERP system.
• Update and maintain accurate customer records, interactions, and transaction details.
• Follow up on pending customer requests and ensure timely resolution.

Sales and Customer Retention

• Identify opportunities to upsell or cross-sell products and services where appropriate.
• Conduct follow-up calls to strengthen customer relationships and improve satisfaction.
• Support customer retention initiatives by providing excellent after-sales service.

Reporting and Documentation

• Maintain accurate records of customer interactions, complaints, and resolutions.
• Prepare daily or weekly reports on call activities and customer service performance.
• Ensure all documentation complies with company procedures and service standards.

Compliance and Teamwork

• Adhere to company policies, customer service standards, and data confidentiality requirements.
• Collaborate with sales, logistics, and other departments to ensure seamless customer service.
• Participate in training programs and perform other duties assigned by management.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Sales, Customer Service, or a related field.
• Minimum of two (2) years’ experience in a call centre, telesales, or customer service role.
• Experience in FMCG, retail, manufacturing, or distribution is an added advantage.
• Proficiency in Microsoft Office applications.
• Hands-on experience using CRM or ERP systems is required.
• Excellent verbal and written communication skills.
• Strong customer service and relationship management skills.

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.