Call Center Agent

Job Title: Call center Agent
Section Customer Service Location: Medianet
Reports to: Head of Customer service
Division: Commercial

PURPOSE:
The Sales & Customer Support Assistant is responsible for delivering high-quality customer service through call center and front office interactions. This role involves handling customer inquiries, resolving complaints, assisting with sales and upselling efforts, and ensuring customer satisfaction across all touch points.

KEY RESPONSIBILITIES

Customer Service:
● Handle incoming calls, chats, and emails from customers professionally and promptly.
● Provide accurate information on services, promotions, and products.
● Resolve customer issues effectively or escalate when necessary.
● Maintain a courteous and helpful attitude at all times.
Sales & Upselling:
● Promote services and upsell add-ons or higher-tier packages where appropriate.
● Achieve daily/weekly sales targets as set by the supervisor.
● Educate customers on new products, services, and offers.
Customer Relationship Management:
● Build positive relationships with customers to enhance loyalty and satisfaction.
● Follow up on unresolved customer issues and ensure timely feedback.
● Collect and report customer feedback to improve service quality.
Front Office Support:
● Assist walk-in customers with inquiries, payments, and service issues.
● Ensure the reception area is organized and welcoming.
Team Collaboration:
● Participate in training sessions to improve knowledge and service skills.
● Collaborate with team members to achieve overall departmental goals.
● Report any system issues or service bottlenecks to supervisors.

Qualification:
● Education: Minimum GCE O' Level or equivalent; or customer service experience of 1 years.
● Excellent communication and interpersonal skills.
● Proven experience in upselling and revenue generation.
● Proficiency in customer service software and call center technologies.

● Skills:
o Excellent verbal and written communication.
o Strong interpersonal and problem-solving skills.
o Basic sales acumen and ability to upsell.
o Familiarity with call center systems and CRM software.

Key Competencies:
● Customer-focused attitude
● Professionalism and patience under pressure
● Active listening and empathy
● Teamwork and accountability
● Time management and multitasking

Working Conditions:
● Shift-based work, including evenings and weekends.
● Requires the ability to handle high call volumes and occasional stressful interactions.