Description

• Manage large amounts of inbound and outbound calls in a timely manner
• Book all customer initiated appointments
• Call customer database to book appointments
• Follow communication scripts when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Confidently communicate with customers to build and maintain relationships
• Promote campaigns and special offers to customers
• Provide information about our services
• Seize opportunities to upsell services when they arise
• Route internal calls appropriately 
• Document all call details according to Standard Operating Procedure (SOPs)
• Recognize, document and alert supervisor of trends in customer calls
• Identify and escalate customer complaints to Manager/Supervisor
• Achieve personal/team qualitative and quantitative key performance indicators
• Maintain comprehensive record of all calls and interactions for reporting and referencing
• Participate in regular training as required
• Action all data lists provided by Marketing Manager/Coordinator in the stipulated period
• Other duties as may arise from time to time and as may be assigned

• At least 1 year call centre experience or 3-4 years’ experience in direct customer service
• Track record of achieving targets
• Familiarity with CRM Systems and practices
• Minimum 5 O’levels including English and Mathematics
• Proficient in Microsoft Word, Excel and Outlook 
• Experience in sales and negotiation would be an asset 

• Computer literate
• Strong written and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time efficiently
• Capable of relaying information in a clear, concise way 
• Team oriented, personable and confident
• Motivated, creative and results driven