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- Complete outbound welcome calls to ensure a smooth journey, expanding into inbound & outbound calls services, addressing contact inquiries, concerns, and requests.
- Provide personalised assistance to contacts, ensuring high levels of satisfaction & retention.
- Understand & resolve complaints or escalations in a timely & effective manner.
- Collaborate with internal teams to escalate complex issues and ensure prompt resolution, and follow up to ensure their concerns are fully addressed and resolved to their satisfaction.
- Maintain up-to-date knowledge of products, services, and company policies to provide accurate information to contacts.
- Educate contacts on product features, benefits, and usage to enhance their overall experience.
- Identify future opportunities to up-sell or cross-sell additional products or services based on specific needs.
- Accurately document interactions and update customer records in the CRM system.
- Provide issue trends, and feedback to inform management decision-making.
- Provide insights and recommendations for process improvements based on feedback and call data analysis.
- Collaborate with team members and management to share best practices and contribute to a positive team environment.
- Participate in team meetings, training sessions, and quality assurance activities to enhance skills and performance.
- Support new team members through training and mentorship to facilitate their onboarding and development.
- Possess a minimum of 1 year of experience in a call centre or customer service role
- Sales experience – ideally outbound, but will consider inbound
- Proficient in using call centre software and CRM systems, including Microsoft
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and attention to detail.
- Ability to work effectively in a fast-paced environment and handle high call volumes.
- Adaptable to changes in processes, procedures, and technology.
- Ability to remain calm and empathetic while dealing with challenging customer situations
- Professional - maintain a professional attitude and uphold company values in all interactions.
- Attentive – possess an eye for detail & accuracy
- You will also possess a customer-centric focus with a dedication to providing exceptional service and exceeding customer expectations.
