Call Centre Associate

Location: ,
Job Category:
Job ID: 120361
Employment Type:
Salary:
Posted: 04.03.2025

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Occupations:

Customer Support : Call Center, General-Other: Customer Support-Client Care

Job Description:

Position: Call Centre Associate

Department: Marketing

Reports To: Marketing ManagerJob Description:
As a Call Centre Associate you are an ambassador of our Organisation. You will make and answer incoming calls to book appointments, respond to inquiries, manage complaints and provide general information. You will be a member of the primary contact team for customers interested in the services we offer and will be responsible for assisting them over the phone. You will also be accountable for timely update of customer records. You will be expected to maintain superb call quality and work harmoniously with your team to achieve set targets.
 
Responsibilities:

• 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

 
Requirements:

• 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 

 
Skills:

• 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

Job Requirements:

Requirements:

• 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