Call Center Agent

Answer inbound calls, emails, and other customer enquiries professionally and promptly.

Make outbound calls for follow-ups, customer support, surveys, appointments, or sales activities where required.

Provide accurate information about products, services, policies, and procedures.

Resolve customer concerns efficiently, escalating complex cases to the appropriate team when needed.

Record all interactions, enquiries, and resolutions accurately in the CRM or call-management system.

Follow call scripts, quality standards, and company policies while keeping conversations natural and helpful.

Meet individual performance targets, including call handling time, customer satisfaction, quality scores, and attendance.

Maintain customer confidentiality and handle sensitive information responsibly.

Work closely with supervisors and other departments to ensure enquiries are resolved within agreed timelines.

Stay updated on company products, promotions, systems, and service procedures.

Preferred Skills

Experience handling both inbound and outbound calls.

Knowledge of CRM platforms.

Sales, upselling, lead-generation, or appointment-setting experience.

Familiarity with service-level agreements, call-quality standards, and escalation processes.

Desired Candidate Profile

High school diploma or equivalent; additional customer service training is an advantage.

Previous experience in a call center, customer service, sales, or a client-facing role is preferred.

Excellent verbal communication skills in English; additional languages are an advantage.

Strong listening, problem-solving, and conflict-resolution skills.

Comfortable using computers, CRM systems, telephone systems, and Microsoft Office applications.

Ability to multitask, work under pressure, and manage a high volume of calls.

Professional, patient, empathetic, and customer-oriented attitude.