CALL CENTRE AGENT -Ad

As the Call Centre Agent, you will work closely with other team members to provide outstanding service to our customers by answering questions, and handling complaints. You will handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. You have to listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

What you will do:

• Answer or make calls to clients to learn about and address their needs, complaints, or other issues with products or services.
•  Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
•  Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
•  Build lasting relationships with clients and other call center team members based on trust and reliability.
•  Utilize software, databases, scripts, and tools appropriately.
•  Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.
•  Make sales or recommendations for products or services that may better suit client needs.
• Take part in training and other learning opportunities to expand knowledge of company and position.
•  Comply to all company policies and procedures.

You will be the right fit if:

• You have Bachelor’s degree in Business Administration, communication, or any related field;
•  You have significant experience of at least 2 years in a similar position;
•  You have good knowledge of large customer groups support;
•  You have good communication and interpersonal skills;
•  You have the following core attributes: Rigor, Team spirit, and responsiveness;
• You are ambitious and dedicated;
• You are proficient in office automation (Microsoft Suite and Outlook);
•  You can speak fluently English, and Kinyarwanda, French is a plus.