International Call Centre Agents

2 months ago

Durban, South Africa Tower Group Full time

Tower Group is in search of motivated and customer-focused individuals to join our Client's team as International Call Centre Agents.

**Position Overview**:
As an International Call Centre Agent, you will play a pivotal role in ensuring a positive customer experience for our international clientele. You will be responsible for handling inbound and outbound calls, addressing customer inquiries, resolving issues, and providing exceptional service to maintain high levels of customer satisfaction. This role requires effective communication skills, a strong commitment to customer service, and the ability to thrive in a fast-paced environment.

**Key Responsibilities**:

- **Customer Support**:

- Handle incoming calls from international customers and assist with inquiries, product information, and issue resolution.
- Make outbound calls to follow up on customer issues, gather feedback, and provide proactive support.
- **Problem Resolution**:

- Investigate and resolve customer complaints or issues promptly and professionally.
- Collaborate with cross-functional teams to address complex customer concerns and escalate issues when necessary.
- **Product Knowledge**:

- Maintain a thorough understanding of our products and services to effectively address customer queries.
- Stay updated on industry trends and product updates to provide accurate and relevant information.
- **Quality Assurance**:

- Adhere to established call center processes and quality standards to ensure consistent and high-quality service.
- Participate in ongoing training to enhance skills and knowledge related to the role.
- **Documentation**:

- Accurately document customer interactions, feedback, and issue resolutions in the CRM system.
- Generate reports on customer inquiries and trends to support continuous improvement initiatives.

**Qualifications**:

- Previous proven international experience in a customer service or call center role preferred.
- Excellent verbal and written communication skills in English
- Strong problem-solving abilities and a proactive approach to customer support.
- Ability to multitask and work efficiently in a fast-paced environment.
- Familiarity with CRM systems and basic computer proficiency.

**Education**:

- High school diploma or equivalent required. Additional education or certifications in customer service is a plus.

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