Customer Care Executive/Call Centre Agent - Luanda Angola - Banking Industry

Our Client is currently hiring an experienced Customer Care Executive. The CCE role is to provide 1st level support to our Agents and customers by receiving inbound calls, initiating outbound calls, responding to emails and chats, and handling the resulting incidents or service requests, and applying the appropriate request fulfilment processes.

Duties and Responsibilities

• Ensure excellent level of service through prompt receipt of incoming customer calls, appropriate support response and friendly communication with both external and internal customers
• Ensure that a service ticket is created or assigned for every customer request, query, or complaint.
• Prompt resolution of 1st level customer query, complaint, or request.
• Engage actively in outbound call campaign to registered Agents to drive wallet activity and Agent retention
• Escalate all unresolved issues to 2nd level or 3rd level support, as may be appropriate for immediate resolution.
• Follow through on completed incidents using correct closure procedure including outbound calls to requester where required.
• Properly capture and document all enquiries, complaints and service requests received, resolved, and escalated.

Other duties and responsibilities

1. Provide ad hoc reports as required by inhouse management and other operations team members.
2. Provide feedback to management on areas of improvement in its operations/service

Requirements and Qualifications

• Proven customer support experience or experience as a Client Service Representative
• Track record of over-achieving quota
• 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
• BSC

Candidates must be Angolan and able to speak English and Portuguese fluently.