Contact Centre Representative

Key Responsibilities

• Handle inbound and outbound customer calls and respond to customer emails in a polite and professional manner.
• Manage customer queries and resolve issues effectively at the first point of contact wherever possible.
• Deliver solutions and services in line with customer expectations and commitments.
• Understand customer needs and recommend relevant products and services where appropriate.
• Provide excellent customer service by staying updated with product knowledge, training, and internal communications.
• Build customer loyalty through strong knowledge of key products and services.
• Take ownership of customer issues and determine when escalation is required.
• Maintain professionalism, patience, and empathy while interacting with customers.
• Follow organizational values, policies, procedures, and customer service standards.
• Work collaboratively with team members and contribute to a positive and inclusive work environment.

Required Skills

• Excellent verbal and written communication
• Customer service and customer handling
• Inbound/Outbound calling
• Email/Mailbox management
• Query and complaint resolution
• Customer satisfaction
• Problem-solving and escalation management
• Patience and empathy
• Good organizational and prioritization skills
• Adaptability and flexibility
• Ability to work under pressure and in a high-volume environment
• Basic computer and MS Office skills