Job title:Contact Centre Agent – InboundCompany:AdeccoJob description :Overall Responsibility
Contact center agents are responsible for managing communication between an organization and its customers.
They represent the Company and work to make a positive impression with customers to ensure customer satisfaction and loyalty by responding and providing solutions to customer inquiries through prescribed communication channels, for example (not limited to) emails, chat, self-service portal, and phone calls.Responsibilities:
Receive inbound calls from existing and potential customers to address their concerns.
Reply to customers' inquiries concerning product features, services, or company information.
Research and analyze each situation thoroughly to ensure information, recommendations/solutions provided to the customer are accurate, complete, and timely.
Operate call handling equipment and manage all supported communication channels such as monitors, computer units, CRM tools, phone, email, and employee self-service portal.
Ensure compliance with call handling standards and customer service requirements.
Build and maintain positive trust relationships by engaging customers in open interaction.
Transfer or escalate customer calls to appropriate staff for effective resolution.
Participate in continuous improvement workshops and educational programs to improve existing job skills and assist other team members.
Undertake any other duties as assigned by Management.
Requirements – Skills, Abilities, and Knowledge:
Education and Training:
Minimum diploma level
Prior experience in a customer service or customer support role
Exposure to CRM systems and processes
Communication Skills:
Proficient in conversing with customers using appropriate language and expression
Active Listening Skills:
Pay close attention to customers' complaints/inquiries to provide effective solutions.
Empathy Skills:
Able to reassure clients that their challenges are not without solutions.
Collaboration:
Value and work well with diverse others
Critical Thinking:
Apply critical thinking to solve problems
Learning Orientation:
Seeks out and takes advantage of different ways to learn
How to Apply:Interested candidates are invited to submit their resume and cover letter to ****** and please include "Customer Service Agent" in the subject line.Expected salary:Location:Kuala LumpurJob posting date:Fri, 09 Aug 2024 06:46:54 GMTApply for the job now!#J-18808-Ljbffr