Call centre agent

SUMMARY:

POSITION INFO:

Job Title: Call Centre Agent

Key Responsibilities:

• Handle inbound customer calls professionally and efficiently regarding parcel tracking, delivery status, service inquiries, and complaints.
• Make outbound calls to customers for delivery confirmations, follow-ups, or to resolve issues.
• Record and update customer information accurately in the company’s CRM system.
• Provide clear and concise information to customers regarding services, policies, and procedures.
• Escalate complex issues to supervisors or relevant departments as needed.
• Process customer requests such as address changes, delivery rescheduling, or refunds.
• Maintain a courteous and helpful demeanor during all customer interactions.
• Meet or exceed individual and team performance targets such as call handling time, resolution rates, and customer satisfaction scores.
• Assist in developing FAQs and scripts to improve service quality and consistency.

Qualifications and Skills:

• Previous experience in a call centre or customer service role preferred but not essential.
• Excellent verbal and written communication skills.
• Good listening and problem-solving abilities.
• Basic computer skills, including proficiency with CRM software and MS Office.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Patience, empathy, and a customer-focused attitude.
• Ability to work shifts, including evenings and weekends if required.