Call Centre Agent at Sheer Logic

Roles summary.

• Meet and exceed performance targets, including customer satisfaction, call quality, productivity, and adherence to schedule.
• Timely Service desk complaints tickets closure to provide customer with feedback within 24-48 hours
• Ensure outbound calls and surveys are carried out on a regular basis with an aim of collecting data on customer pain points and customer satisfaction score
• Handle customer inquiries and complaints with professionalism, empathy, and a focus on resolution, ensuring customer satisfaction and loyalty.
• Provide real-time support and guidance to customer issues and ensure consistent service quality.
• Prompt handling of customer queries on all customer touchpoints, including but not limited to web, social media and incoming telephone calls
• Ensure clear documentation of customer interactions for follow up and reporting.
• Ensure adherence to the set service standards

Qualifications.

• Degree in Business or related field
• Over 2 years contact Centre experience,
• At least 1 year of banking experience within a busy branch
• Customer service & management training.