Call Service Agent

The Call Service Agent serves as the primary point of contact for customers, providing exceptional service by handling inbound and/or outbound calls, addressing inquiries, resolving issues, and ensuring a positive customer experience.

Job Title: Call Service Agent

Location: Industrial Zone, Jin Fei, Riche Terre

Reports To: Service Coordinator

Job Summary:

The Call Service Agent serves as the primary point of contact for customers, providing exceptional service by handling inbound and/or outbound calls, addressing inquiries, resolving issues, and ensuring a positive customer experience. Agents are responsible for accurately documenting interactions, adhering to company policies and procedures, and meeting established performance targets.

Key Responsibilities:

1. Customer Interaction & Service Delivery:
• Answer inbound calls promptly and professionally, adhering to established greetings and protocols.
• Actively listen to customer needs, concerns, and inquiries to understand the root cause of their contact.
• Provide accurate, complete, and up-to-date information regarding products, services, policies, and procedures.
• Handle customer complaints and difficult situations with empathy, patience, and a calm demeanor, striving for first-call resolution (FCR).
• Maintain a positive, empathetic, and professional attitude toward customers always.
2. Problem Solving & Resolution:
• Diagnose and troubleshoot customer issues effectively, utilizing available tools, resources, and knowledge bases.
• Guide customers through solutions and procedures clearly and concisely.
• Escalate complex or unresolved issues to the appropriate internal departments or higher-level support, following defined escalation procedures.
• Follow up with customers on outstanding issues as necessary, ensuring timely resolution and communication.
3. Documentation & Data Management:
• Accurately and thoroughly document all customer interactions, including details of inquiries, issues, troubleshooting steps, and resolutions in the CRM or ticketing system.
• Update customer records with relevant information.
• Ensure all data entry is precise and adheres to data privacy and security policies.
4. Adherence & Performance:
• Meet or exceed key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), quality assurance scores, and schedule adherence.
• Adhere strictly to company policies, procedures, and service level agreements (SLAs).
• Manage call queues and personal availability efficiently.
5. Continuous Improvement:
• Participate in ongoing training sessions, coaching, and team meetings to improve skills and stay updated on product/service knowledge and company policies.
• Provide feedback on recurring customer issues or process inefficiencies to team leaders or management to support continuous improvement initiatives.

Qualifications:

• Education: High school diploma or equivalent required. A diploma or degree is a plus.
• Experience:
• Minimum of 2 years of experience in customer service, call center, or similar client-facing role preferred.
• Experience with CRM software and call center technology is an advantage.
• Skills:
• Excellent verbal and written communication skills in French & English
• Strong active listening and questioning skills.
• Exceptional problem-solving and analytical abilities.
• Proficiency in using laptops, relevant software and multi-tasking across various applications.
• Ability to work effectively in a fast-paced, high-volume environment.
• Strong interpersonal skills and a genuine desire to help others.
• Ability to remain calm and professional under pressure.

Working Conditions:

• Primarily desk-based role in an open office environment, which may involve extended periods of sitting and speaking on the phone.
• May require flexibility to work various shifts, including evenings, weekends, and holidays.
• Potential for high call volumes and challenging customer interactions.
• Company transport provided on Pick up points
• Working days: Monday to Friday 08:30 to 17:00 Saturdays 08:30 to 13:00
• Interesting salary package