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Call Centre Agent

EWS Pvt Ltd

Job Detail
Functional Area
Client Services & Customer Support
Total Position
12
Location
Lahore
Gender
No Preference
Minimum Education
Intermediate/A-Level
Minimum Experience
Fresh
Maximum Experience
1 Year
Apply By
Nov 12, 2017
Job Description

Purpose

Answer incoming calls from customers to answer inquiries and questions, handle/logging complaints, troubleshoot problems and provide information. Training/information/script related to business domain will be provided to the agents.

Main Job Tasks and Responsibilities

·         Answer calls and respond to emails

·         Handle customer inquiries both telephonically and by email (email might not be a significant need)

·         Research required information using available resources

·         Manage and resolve customer complaints

·         Provide customers with product and service information

·         Process forms and applications

·         Identify and escalate priority issues

·         Route calls to appropriate resource

·         Follow up customer calls if necessary/applicable

·         Document all call information according to standard operating procedures if needed

·         Complete call logs

·         Produce call reports

Education and Experience

·         Diploma or above (students encouraged)

·         Good knowledge of basic computer handling

·         Required language proficiency

·         Knowledge of customer service principles and practices

·         Basic knowledge of call centre telephony and technology

·         Some experience in a call center or customer service environment

·         Good data entry and typing skills

·         Knowledge of administration and clerical processes

Key Competencies

·         Verbal and written communication skills

·         Listening skills

·         Problem analysis and problem solving

·         Customer service orientation

·         Organizational skills

·         Attention to detail

·         Judgment

·         Adaptability

·         Team work

·         Stress tolerance

·         Resilience