Overview
To provide exceptional customer service by handling incoming calls and emails from customers efficiently and professionally, ensuring all enquiries are resolved accurately and promptly in line with company standards.
Responsibilities
* Respond to incoming customer calls using the company's Call Centre technology systems.
* Manage and reply to customer emails using digital communication tools in a timely and professional manner.
* Listen attentively to customer enquiries, asking relevant and clarifying questions to fully understand their needs.
* Provide accurate information, guidance, and assistance in accordance with company policies and procedures.
* Maintain high levels of customer service by being courteous, empathetic, and professional at all times.
* Record and update customer information and interactions accurately in the company's CRM or call management systems.
* Escalate complex queries or complaints to the appropriate department or supervisor when necessary.
* Adhere to service level agreements (SLAs), quality standards, and company performance targets.
* Contribute to a positive team environment by supporting colleagues and sharing knowledge.
Qualifications
* Previous experience in a Customer Service role, ideally within a contact centre environment.
* Excellent verbal and written communication skills.
* Strong ability to listen, empathize, and deliver solutions that meet customer needs.
* Competent in using call centre systems, email platforms, and customer databases.
* Good attention to detail, accuracy, and time management skills.
* Friendly, professional, and proactive approach to customer interactions.
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