OVERVIEW OF THE ROLE

As a call center agent, you will be supporting our sales team in delivering high quality service to existing and potential customers over the phone. An inbound agent is responsible for answering incoming calls from customers. As an Inbound agent, you are required to respond to inquiries, manage complaints and provide general information. You are expected to handle and resolve customer’s queries and escalate unresolved issues to your Team Leader or supervisor. In doing so, you are expected to ensure customer satisfaction and maintain the good image of the company.

RESPONSIBILITIES

Handling Calls

• Answer inbound calls from customers with care, respect and a positive attitude
• Document all call information through Easy Solar’s ticketing system
• Use the company’s customer relationship management system (CRM) to support call handling and resolution
• Educate customers on company products and services
• Provide information and assistance to customer, resolving any issues that arise
• Transfer calls to appropriate team (where necessary)
• Develop and maintain positive customer relationships according to the values of the customer care department
• Carry out any additional work-related task or responsibility requested by the customer Team Leader or supervisor as and when requested

Reporting Issues and Recommendations

• Reports to the Team leader.
• Identify and escalate priority issues
• Keep Team Leader informed of customer issues that can impact future business
• Make recommendations towards improving the quality of sales
• Communicate customer feedback to the relevant parties responsible to ensure ongoing improvement of sales, marketing, product or other related procedures

General Expectations

• Schedule Adherence
• Attend all schedule trainings and briefings
• Works continually towards self-development to stay current on customer service, sales and marketing procedures & practices
• Ensure there is open communication within customer service and among other departments

Education and Experience

• Secondary School certificate
• Diploma in sales, marketing or any related field is preferred
• 1-3 years of experience in a call center environment, preferably in a telecom
• Knowledge of customer service practices and principles
• Demonstrates integrity towards customers and ensures the interests of both the customer & the business are me

Skills

• Courteous and patient when speaking to customers
• Ability to operate a computer, with excellent data entry skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situations and work under pressure
• Strong interpersonal skills, with sensitivity and respect for diversity
• Consistent professional attitude and behavior
• Attention to details with good organizational and time management skills
• Takes initiative
• Commitment to continuous learning.
• Good negotiating skills and problem-solving skills

Competencies

• Communication
• Integrity & Values
• Customer focus
• Teamwork & Collaboration
• Creativity & Innovation