Call Centre Agent at LEAD Enterprise Support Company Limited

About the Role

We invite applications from suitably qualified candidates to join our call centre team. As a Call Centre Agent, you will be the voice of our company, delivering exceptional customer service and support across all interactions.

Key Responsibilities

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Call clients and customers to inform them about the company's new products, services, and policies
• Guide callers through troubleshooting, navigating the company site, or using products and services
• Collaborate with other call centre professionals to improve customer service
• Provide friendly, courteous service to customers, ensuring they finish their call satisfied and happy
• Escalate customer complaints to the complaints team or management when necessary
• Work in line with company KPIs regarding call volume and service levels

Minimum Qualifications

• Bachelor's degree (undergraduate qualification)
• Minimum of 4 years of working experience in a customer service role in the HMO or Insurance sector

Technical Competencies

• Strong communication skills, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport-building skills
• Strong time management and organizational skills
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems
• In-depth knowledge of the company's products and/or services
• Expertise in customer service areas such as accounts, sales, technical support, or related fields
• Ability to multitask effectively

Behavioural Competencies

• Ability to work under pressure and multitask effectively
• Patient and empathetic attitude
• Adaptability and flexibility in fast-paced environments
• Attention to detail
• Persuasive communication style
• Good verbal communication and interpersonal skills