Customer Care Specialist (Call Centre)

Job Description

Description

We are seeking a highly-motivated Customer Care Specialist to join our call centre team. As a Customer Care Specialist, you will be responsible for providing excellent customer service to our clients through phone, email and chat interactions. The ideal candidate should have excellent communication and problem-solving skills, as well as a passion for customer service.

Responsibilities

• Respond to inbound customer calls, emails and chats to provide timely and accurate solutions to their inquiries.
• Identify and escalate priority issues to appropriate channels while providing regular updates to customers.
• Effectively manage customer expectations and provide the highest level of customer satisfaction.
• Proactively follow up on customer inquiries thus ensuring their issues are resolved in a timely manner.
• Provide accurate and comprehensive feedback to the management team regarding customer trends and requirements.
• Meet all key performance indicators (KPIs) and other targets set by the organization including call duration, after call work and attendance.
• Any other tasks as assigned by the management.

Requirements

• High school diploma or equivalent.
• Minimum of 2 years of experience in a customer service or call centre role.
• Excellent communication skills with an ability to communicate effectively across all levels of an organization.
• Attention to detail and problem-solving skills.
• Proficiency in Microsoft Office Suite, CRM and information systems.
• Ability to work on a flexible schedule and in a fast-paced and dynamic environment.
• Prior experience in B2B or B2C customer service is an added advantage.

Skills