Call Center Specialist at Peoplelink Consultants Ltd

Responsibilities

• Answer incoming calls, emails, and chats promptly while providing professional and courteous customer service.
• Handle customer inquiries by providing accurate information about products, services, and policies.
• Resolve customer complaints or issues efficiently and escalate complex cases to the appropriate department when necessary.
• Conduct outbound calls for follow-ups, customer surveys, and marketing campaigns as required.
• Maintain accurate and detailed records of customer interactions in the CRM system.
• Meet and exceed set performance metrics, including call handling time, resolution rates, and customer satisfaction scores.
• Provide feedback and insights to improve processes, products, and the overall customer experience.
• Adhere to call center scripts, policies, and procedures to ensure consistency and compliance.
• Participate in regular training sessions to stay updated on products, services, and industry trends.
• Work collaboratively with team members to achieve department goals and targets.

Requirements

• Bachelor's degree in any field from a recognized institution
• Previous experience in a call center, customer service, or related role is an added advantage.
• Ability to work flexible hours, including evenings, weekends, and public holidays if required.
• Ability to work in a fast-paced environment and handle high call volumes. Proficiency in using call center software and CRM systems.
• High level of professionalism and customer-centric mindset.
• Excellent communication and interpersonal skills (both verbal and written)