Call Centre Agent at Hotpoint Appliances Ltd

Main Job Purpose: To answer incoming calls from customers, respond to inquiries, handle complaints, troubleshoot problems, provide information and maintain client and compliant database

Job Responsibility and Accountability

• Answer phone calls and respond to inquiries by clarifying desired information, researching, locating, and providing information to the client.
• Follow up with customers where necessary.
• Resolve problems by clarifying issues, exploring answers & alternative solutions, implementing solutions and escalating unresolved problems.
• Manage and resolve customer complaints by clarifying desired information, completing transactions and forwarding requests.
• Maintain call centre database and update customer information in the system.
• Document all call information according to HAL standard operating procedures and generate reports.
• Enhance organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities and add value to job accomplishments.
• Provide customers with product and service information.
• Carry out customer call survey and document in the system (Salesforce and Orion).
• Practice phone etiquette, greet the customer by name, speak in a clear, calm and friendly voice and repeat caller’s issue to verify understanding.
• Relieve the receptionist at Head office over lunch break and when off duty

Minimum Qualification

• Degree in Communication/ Public Relations or a related field
• At least one year’s call centre agent /service industry experience or knowledge of customer service principles and practices.
• Qualification or experience in customer service or contact centre operations will be an added advantage
• Excellent personal presentation and telephone etiquette.
• Administration oriented and speaks fluent English.
• Proficient in relevant computer applications.
• Possess product and operations technical knowledge.
• Knowledge of call centre telephony and technology.
• Good data entry and typing skills.
• Knowledge of administration and clerical processes.

Other Key Competencies and Skills

• Excellent people /customer service skills.
• IT/ data entry and administration skills.
• Excellent communication skills both verbal and written.
• Good problem analysis and solving skills.
• Good administrative and process skills.
• Good listening skills.
• Good organizational skills.
• Pays attention to detail with good judgement skills