Responsibilities

• Manage all incoming phone calls and handle customer complaints; provide appropriate solutions and alternatives within the time limits.
• Identify and assess customers’ needs to achieve satisfaction
• Provide call-in clients with accurate, valid and complete information by using the right methods/tools
• Follow up with unresolved customer complaints to ensure resolution and build sustainable trust through interactive & open communication.
• Identify and assess customers’ needs to achieve satisfaction
• Keep records of customer interactions
• Respond to all written communications with customers within a very short period through company communication channels and uphold the communication procedures, guidelines and policies.
• Meet personal/team qualitative and quantitative targets.
• Collect data, identify customers’ needs, and clarify information.
• Follow communication/call center “scripts” when handling different topics/subjects.
• Able to probe knowledge of company products and services and seize opportunities to upsell company services and promotions.
• Build sustainable relationships and engage customers by going the extra mile.
• Keep records of all conversations in our call center database in a  comprehensible way.
• Knowing Bolabet products inside and out so that you can answer questions.
• Communicating and coordinating with colleagues as necessary.

Requirements & Skills

• Proven customer support experience or experience as a Client Service Agent will be an added advantage.
• Track record of over-achieving targets/quotas
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Full Grade 12 certificate of 5 credits or better with Mathematics and English inclusive.