Entry Level Customer Service Representative

Position Overview

We are seeking a qualified Contact Centre Agent to handle inbound and outbound customer interactions across multiple channels including calls, email, chat, and social media. This role is essential to ensuring excellent customer service, accurate information delivery, and effective issue resolution while maintaining professionalism and adherence to company standards.

Key Responsibilities

Customer Interaction Management

• Answer inbound calls promptly and professionally
• Make outbound calls for sales, follow-up, verification, or customer surveys
• Handle customer queries across email, live chat, WhatsApp, or social media, depending on assignment
• Provide accurate information regarding products, services, policies, and procedures

Issue Resolution & Escalation

• Identify customer needs and resolve issues efficiently
• Log all customer interactions in the CRM system
• Escalate complex issues to the appropriate department or supervisor
• Follow up on outstanding customer complaints until resolution

Quality & Compliance

• Adhere to scripts, call flows, and quality guidelines
• Maintain confidentiality of customer information
• Meet internal compliance, data security, and service protocols
• Work in line with company and client SLAs

Productivity & Performance

• Achieve daily, weekly, and monthly targets (AHT, FCR, sales conversion, attendance, etc.)
• Maintain high service ratings and customer satisfaction scores
• Participate in coaching, briefings, and training sessions to enhance performance

Documentation & Reporting

• Update call logs, customer records, and case notes accurately
• Provide feedback on customer issues, trends, and service improvements

Teamwork & Collaboration

• Collaborate with colleagues to deliver seamless customer service
• Support team members during peak periods
• Uphold the culture, values, and reputation of the organisation

Required Qualifications

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