Job Purpose:
Key responsibilities
- Respond to customer queries on assigned channels (email, social media, WhatsApp, SMS, web chats) promptly and professionally.
- Maintain desirable service levels or Contact Centre operations.
- Resolve customer issues effectively at the first point of contact.
- Update and maintain accurate customer records in relevant systems.
- Meet team and departmental targets (SLAs and KPIs).
- Manage bulk communications like SMS and email campaigns.
- Maintain high service levels and follow Contact Centre processes.
- Participate in service improvement initiatives and provide feedback on better customer experiences.
- Prepare and share reports promptly to ensure timely decision-making and effective communication.
- Perform other duties as assigned and develop multiskilling capabilities to support all Contact Centre operations.
- Adherence to best practice standards in achieving Customer experience metrics and processes in comparison with best-in-class contact centres.
- Perform any other duties as may be assigned from time to time.
- Knowledge, experience and qualifications required
Knowledge, experience and qualifications required
- University degree in a social science or business-related field.
- Relevant experience in a call centre and/or Customer Service
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