About this role
Are you an excellent communicator with experience in a contact center? Do you have what it takes to effectively engage our customers via social media? Are you computer literate, confident, and a creative problem solver? If you believe you have what it takes to build a World Class Organization and ready to work at it…yup!!! We want you!!
Key Responsibilities:
Handling Outbound and Inbound calls from customers.Providing information and resolving customers on complaints regarding specific products as well as services.Selling additional services by recognizing opportunities to up-sell Transferring customer calls with complex queries to appropriate staff.Recognizing, documenting, and informing the supervisor regarding the trends in internal and external customer calls.Provide information and advice to customers relating to bus fare, booking procedure, and other inquiries - in a patient and calm manner through all service channelsInterpret and accurately communicate our terms and conditions of service where and when applicableAssist guest in managing existing reservations/ bookings with reference to rescheduling and re-routingEnter details of every contact in the system as required, obtain new customers information and update existing customer details on the CRMEnsure deliverables are met within ascribed SLA timeframe B.Sc in art or social science related fieldAt least 2 years of work experience within a Call CenterStrong Social Media SkillsProfessional writing and reporting SkillsExcellent Customer service skillsGood working knowledge of the CRM systemsPersonality requirements/Traits
Result and Service-Oriented (Able to follow through)Creative problem solving with good eye for detailsAbility to efficiently display basic Marketing/Negotiation skillsAbility to multi-task, work to deadline and under pressure