Customer service advisor - contact center

Customer service advisor - contact center

We are seeking a motivated and customer-focused individual to join our contact centre team. The successful candidate will be responsible for delivering prompt, courteous, and knowledgeable service across various customer touchpoints including phone, email, and chat. This role plays a key part in maintaining customer satisfaction and loyalty by resolving queries effectively and identifying service enhancement opportunities.

Key Responsibilities

• Handle customer enquiries related to bookings, shipment tracking, service information, and issue resolution.

• Provide accurate and professional support in line with service standards and response time targets.

• Turn service interactions into opportunities by identifying potential sales leads and offering value-added services.

• Collaborate with internal departments to ensure timely resolution of customer concerns.

• Participate in orientation and on-the-job training of new customer service staff.

• Contribute ideas for improving processes, customer experience, and service delivery.

Skills & Qualifications

• Minimum 2 years’ experience in a customer service, sales, or operations environment.

• Higher Diploma or University degree required.

• Excellent verbal and written communication skills.

• Strong interpersonal, conflict resolution, and negotiation abilities.

• Ability to type at least 30 words per minute and manage multiple systems simultaneously.

• Knowledge of customer service procedures and tools; previous call centre experience is a plus.

• Geographic awareness and a professional, customer-first mindset.

Core Competencies

• Strong planning, organization, and problem-solving skills.

• Results-oriented with a proactive approach to meeting service targets.

• Effective team player with a high level of accountability and self-management.

• Committed to continuous improvement and providing outstanding customer care.