Call Center Representative – 24/7 Operations

The Call Center Representative will be responsible for handling customer calls, providing accurate information, resolving customer queries, recording customer interactions, and ensuring a positive customer experience.

Key Responsibilities

• Handle inbound and outbound customer calls professionally.
• Respond to customer queries, complaints, and requests.
• Provide accurate information regarding products, services, procedures, and policies.
• Resolve customer issues promptly or escalate them to the appropriate department.
• Maintain proper records of customer interactions and complaints.
• Follow call center procedures, scripts, and service standards.
• Maintain a professional and polite communication style at all times.
• Coordinate with relevant departments to resolve customer issues.
• Follow up on pending customer requests when required.
• Maintain confidentiality of customer and company information.
• Meet assigned KPIs such as call handling, response time, customer satisfaction, and attendance.
• Perform other customer-service-related duties assigned by the supervisor.

Shift & Holiday Requirements

• Willingness to work in a 24/7 rotational shift system.
• Must be flexible to work morning, evening, night, or other assigned shifts.
• Willingness to work on weekends and public holidays when scheduled.
• Weekly offs will be provided according to the duty roster and operational requirements.
• Shift schedules may be changed based on business and manpower requirements.
• Employees must report to duty on time according to their assigned shift.

Qualifications

• Minimum +2 or equivalent; Bachelor's degree is an advantage.
• Freshers are welcome to apply.
• Previous experience in call center/customer service is an advantage.
• Good communication and interpersonal skills.
• Basic computer knowledge and typing skills.
• Ability to work under pressure and handle difficult customers professionally.
• Good listening and problem-solving skills.
• Willingness to work flexible and rotational shifts.

Key Skills

• Excellent verbal communication
• Customer handling
• Active listening
• Problem-solving
• Basic computer/MS Office skills
• Time management
• Teamwork
• Patience and professionalism
• Ability to work in a 24/7 environment

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