Contact Centre Officer

Key Responsibilities

• Handle Inbound and Outbound Calls: Answer customer inquiries, address concerns, and provide solutions efficiently and professionally. Manage Digital Communication: Respond to customer queries via email, chat, and social media platforms promptly and accurately. Customer Support: Provide information about products and services, process orders, and handle returns and exchanges. Technical Assistance: Offer basic troubleshooting support for products and services, escalating complex issues to the appropriate department. Documentation: Maintain accurate records of customer interactions, transactions, and feedback in the CRM system. Adhere to Policies: Follow company policies and procedures to maintain high standards of service quality and compliance. Team Collaboration: Work closely with team members and other departments to enhance overall customer satisfaction and operational efficiency. Skills and Qualifications Communication Skills: Excellent verbal and written communication skills in English. Customer Service Orientation: Strong commitment to providing superior customer service. Problem-Solving Skills: Ability to think critically and provide effective solutions to customer issues. Technical Proficiency: Familiarity with CRM systems and digital communication tools. Flexibility: Adaptable to work in a fast-paced and changing environment. Team Player: Ability to work collaboratively with others to achieve common goals. Attention to Detail: Accurate in documenting customer interactions and maintaining records. Working Hours 24/7 rotational shifts including nights, weekends, and holidays.