Call Centre Agent at Hotpoint Appliances Ltd

Job Purpose

• Handling inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems.

Job Responsibility and Accountability

• Responding to calls and customer inquiry from sale, purchase, promos available, showroom and service centre.
• Responding and transferring internal calls.
• Assist the warehouse with online queries after work hours.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Make calls to customers for follow up.
• Make happy calls weekly to get feedback on company services (150 calls per month).
• Outbound follow up, feedback and answer to customers queries through HAL social media pages (Facebook, Twitter, Instagram).

Qualification

• A minimum of Diploma in Sales, Marketing, Customer care or equivalent.
• Customer service training or exposure in a similar role in a call centre environment will be an added advantage.

Experience

• At least one year experience working at a busy call centre.
• Must be friendly with a pleasant and engaging personality.
• Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.

Key Skills:

• Excellent communication skills (verbal and written).
• Ability to exercise tact and good interpersonal skills.
• Negotiation Skills.
• Strong Business Sense.
• Decision Making Skills.
• Analytical skills.
• Integrity.
• Responsive.
• High commitment.