Inbound Call Centre Agent
2 weeks ago
**Job Duties/Responsibilities will include**:
Inbound
answer phones professionally
respond to customer inquiries
research required information using available resources
handle and resolve customer complaints
provide customers with product and service information
capture customer details to confirm policies
identify and escalate priority issues
route calls to appropriate resource
follow up customer calls where necessary
follow up the calls of the client with clerical duties which includes faxing and liaising with other departments
provide relief to switchboard operator when required
assistance with special projects when asked to
Outbound
contact customers by phone
deliver prepared scripts to obtain necessary information from the customer and to impart necessary information to the customer
describe and explain the term and conditions products and services
respond to questions
capture customer details to confirm policies
obtain customer information
data entry and maintenance of customer/potential customer data bases
knowledge of customer service principles and practices
customer service experience
good keyboard skills
knowledge of administration and clerical processes
fast and correct typing skills
sound knowledge of telephone etiquette
listening skills
high level of motivation
attention to detail
problem analysis
problem solving - analyse the various parts of a problem properly and develop logical solutions
customer service orientation
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