Call Centre Agent

Key Responsibilities

• Handle inbound calls and assist customers with service appointment bookings via the e-booking system.
• Conduct outbound calls to schedule appointments and follow up with no-show customers.
• Respond professionally to customer enquiries, requests, and complaints.
• Maintain accurate customer records and update relevant systems and databases.
• Promote a positive customer experience and identify opportunities to improve service processes.
• Safeguard customer information in compliance with privacy and data protection requirements.
• Answer calls promptly and transfer them professionally to the appropriate departments.
• Support sales and service initiatives through upselling opportunities.
• Coordinate closely with team members to ensure smooth daily operations.
• Liaise with Customer Service Officers on job card administration, payment collection, and daily reconciliation.
• Perform administrative duties including filing, document management, and photocopying.
• Undertake ad hoc duties assigned by the supervisor.

Key Skills & Requirements

• Strong customer service and telephone communication skills.
• Good interpersonal and problem-solving abilities.
• Ability to handle customer complaints professionally.
• Proficiency in MS Office and customer management systems.
• Strong attention to detail and administrative skills.
• Ability to multitask and work in a fast-paced environment.
• Team player with a positive and service-oriented attitude.