- The Call Center Associate is responsible for providing exceptional services to clients/customers by handling a high volume of inbound and outbound calls, responding to inquiries, handling complaints, answering questions, and seeking to create a positive experience for each caller.
Key Responsibilities
- Manage large amounts of inbound and outbound calls in a timely manner.
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives using available resources and applicable software.
- Identify and escalate issues to supervisors.
- Provide product and service information to customers.
- Route calls to appropriate resources.
- Seize opportunities to upsell products and services when they arise.
- Build sustainable relationships and engage customers by taking the extra mile.
- Keep records of all conversations in our call centre database in a comprehensible way, complete call logs and reports and Document all call information according to standard operating procedures.
- Recognize, document, and alert the management team of trends in customer calls.
- Frequently attend educational seminars to improve knowledge and performance level.
- Meet personal/team qualitative and quantitative targets.
Requirements
- HND / B.Sc in Mass Communication, English Language, Linguistics and other related Social Sciences
- 2 - 3 years of experience in a call centre environment
- Previous experience in a customer support role
- Superior active listening, verbal, and written communication skills
- Proficient in relevant computer applications
- Familiarity with CRM systems and practices
- Knowledge of customer service practices and principles
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively
- Track record of over-achieving quota
- Excellent data entry and typing skills
- Ability to handle stressful situation appropriately.
Method of Application
Interested and qualified candidates should send their CV and Credentials to: recruitment@lilyhospitals.net using Job Position and Location as the subject as the subject of the mail.