Roles/Duties & Responsibilities
Handle inbound and outbound customer calls with professionalism and courtesy
Provide accurate information about products, services, and company policies
Resolve customer inquiries, complaints, and requests promptly and efficiently
Meet or exceed daily, weekly, and monthly performance targets (e.g., call handling time, customer satisfaction)
Maintain a positive and empathetic attitude in all customer interactions
Record and update customer information accurately in CRM systems
Escalate complex issues to supervisors or relevant departments when necessary
Follow call centre scripts, quality standards, and compliance guidelines
Collaborate with team members and supervisors to improve processes and service quality
Prepare and share feedback or reports on recurring customer issues or trends
Stay updated on product knowledge, company updates, and customer service best practices
Maintain confidentiality of customer and company information at all times
Adapt to new technologies, systems, and processes as the business evolves
Uphold the organization's values by ensuring every customer interaction reflects professionalism, care, and efficiency
Skills & Qualifications
Diploma or degree in Business, Communication, or related fields
2-3 years of experience in Customer Service
Insuarance & Banking Skills is an added advantage
Proficient in CRM systems and call centre software
Excellent verbal and written communication
Strong customer service and problem-solving abilities
Proficiency in Microsoft Office (Word, Excel, Powerpoint))
Highly efficient in handling calls, queries, and tasks
Detail-oriented, organized, and adaptable
Able to multitask and manage time effectively
Team player with a positive, professional attitude
Fluent in English (written and spoken)
Committed to delivering accurate, courteous, and timely customer support