Contact Centre Agent

2 weeks ago

Durban, South Africa Zarcomm Innovations Full time

Company Overview: Zarcomm Innovations is a leading technology and solutions provider specializing in contact centre services. We are committed to delivering exceptional customer experiences through our state-of-the-art contact centre division, Zarcomm BPO. As a Contact Centre Agent at Zarcomm BPO, you will have the opportunity to work in a dynamic and fast-paced environment, supporting our clients in delivering excellent customer service.

Position Overview: We are currently seeking dedicated and customer-focused individuals to join our team as Contact Centre Agents. As an agent, you will be responsible for handling inbound and outbound calls, providing information, resolving issues, and ensuring customer satisfaction. You will play a vital role in representing Zarcomm Innovations and our clients, creating positive interactions with customers and building lasting relationships.

**Responsibilities**:
Handle incoming customer inquiries and provide accurate information about products, services, and policies.

Assist customers in resolving issues, complaints, and inquiries in a professional and timely manner.

Make outbound calls to follow up with customers, conduct surveys, and gather feedback.

Maintain a high level of product and service knowledge to effectively address customer needs.

Utilize customer relationship management (CRM) software to document and track customer interactions.

Adhere to established scripts, guidelines, and key performance indicators (KPIs) to ensure consistent service delivery.

Identify and escalate priority issues or complex cases to appropriate departments or supervisors.

Collaborate with team members and supervisors to continuously improve processes and customer satisfaction.

Meet individual and team performance targets, including call quality, customer satisfaction, and productivity metrics.

Stay up-to-date with industry trends, product knowledge, and best practices in customer service.

**Requirements**:
High school diploma or equivalent; additional certifications or education in customer service is a plus.

Proven experience in a customer service or contact centre role is preferred.

Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.

Strong problem-solving skills and the ability to think quickly on your feet.

Ability to handle multiple tasks simultaneously while maintaining attention to detail.

Proficiency in using computers and familiarity with customer service software and CRM systems.

Ability to work in a fast-paced and dynamic environment, adapting to changing priorities and customer demands.

Flexibility to work in shifts, including evenings, weekends, and holidays.

Demonstrated empathy and patience in dealing with customer concerns and complaints.

Strong teamwork and collaboration skills, with the ability to work effectively in a diverse and multicultural environment.

Ability to commute/relocate:

- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Cold calling: 1 year (preferred)

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