Job Description
Position: Call Centre Agent / Customer Service Representative
- Handle inbound customer calls professionally and efficiently regarding parcel tracking, delivery status, service inquiries, and complaints.
- Make outbound calls to customers for delivery confirmations, follow-ups, or to resolve issues.
- Record and update customer information accurately in the company’s CRM system.
- Provide clear and concise information to customers regarding services, policies, and procedures.
- Escalate complex issues to supervisors or relevant departments as needed.
- Process customer requests such as address changes, delivery rescheduling, or refunds.
- Maintain a courteous and helpful demeanor during all customer interactions.
- Meet or exceed individual and team performance targets such as call handling time, resolution rates, and customer satisfaction scores.
- Assist in developing FAQs and scripts to improve service quality and consistency.
- Previous experience in a call centre or customer service role preferred but not essential.
- Excellent verbal and written communication skills.
- Good listening and problem-solving abilities.
- Basic computer skills, including proficiency with CRM software and MS Office.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Patience, empathy, and a customer-focused attitude.
- Ability to work shifts, including evenings and weekends if required.
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