Call Center Agent
Job Description
Reports To
Manager, RBD – Call Center
Job Purpose
Handle inbound/outbound, resolve customer issues and provide high customer service
Generic Accountabilities
Generic Accountabilities are not specified for this role
Specific Accountabilities
- Inbound calls Take inbound and handle/solve customer queries and issues
- Outbound calls Perform necessary outbound calls for solving customer issues or sales campaigns
- Service Quality Handle calls in line with customer service protocols and ensure high level of customer satisfaction
- Systems Ensure data is entered correctly into systems and all data requirements are captured
- Security Follow security processes and ensure that access to account details is in line with procedures
- Complaints Handle customer concerns by taking detailed information and logging customer service complaints
- Sales Sells additional services by recognizing opportunities to cross-sell
Job Success Factors
- High levels of customer satisfaction
- High productivity
- Security routines strictly followed
- Good identification of sales opportunities
- Accurate data inputting
- Effective handling of customer complaints
Education
Diploma Degree or Equivalent Certification/Experience in Business Administration and Management
Experience
- Fresh experience in customer-facing roles
Skills
- Knowledge of security processes
- Systems knowledge and system interrogation
- Knowledge of data capture
Work Contact
Internal Stakeholders: Call Center team and other departments
External Stakeholders: ABK Customers
Interview Questions
JD Code
RBD 22.2
