Description
We are seeking a dedicated Customer Service Representative to manage customer interactions via our voice channel. In this vital role, you will be the first point of contact, responsible for resolving customer inquiries, providing accurate information, and delivering a professional and personalized phone support experience. Your primary duties will include handling inbound and outbound calls, troubleshooting customer issues efficiently, and documenting interactions in our CRM system. This position requires excellent communication skills, patience, and a strong customer-first attitude. You will be expected to meet key performance targets such as Average Handle Time and First Call Resolution. The ideal candidate will thrive in a fast-paced environment, possess strong problem-solving abilities, and maintain a positive demeanor while handling high call volumes. Join our team and play a key role in maintaining our high standards of customer satisfaction.
Requirements
1. High School Certificate or Diploma.
2. 1–3 years of experience in a voice-based customer support or call center role.
3. Proven ability to handle high call volumes with professionalism and empathy.
4. Experience with call center platforms (e.g., Avaya, Genesys, NICE inContact).
5. Familiarity with CRM systems and ticketing tools for documenting interactions.
6. Strong problem-solving skills and the ability to remain calm under pressure.
7. Excellent verbal communication skills.
8. Ability to follow defined scripts, guidelines, and compliance procedures.
Desirable
1. Additional training or certification in Customer Service or Call Center Operations.
2. Experience in multi-channel support (e.g., chat, email).
3. Exposure to industry-specific practices in telecom, retail, or banking.
4. Experience building customer value and developing rapport with diverse customers.
5. Flexibility to work rotational shifts, including weekends and holidays.