Experienced Call Centre Agent

Job Summary

We are seeking a seasoned, motivated Call Centre Agent with at least 3 years of experience to join our premier customer service team. As an experienced agent, you will act as a primary liaison between our company and our customers, ensuring high-level service, troubleshooting complex issues, and contributing to customer retention. You will handle inbound/outbound calls and multichannel interactions (email, chat) with a high degree of empathy and professionalism, aiming for first-call resolution.

Key Responsibilities

• Customer Support & Resolution: Handle high volumes of inbound customer calls, emails, and chats, providing accurate solutions to complex inquiries and complaints.
• Problem Solving: Actively listen to customer concerns, troubleshooting issues, and identifying the root cause of problems to provide lasting solutions.
• Quality & Metrics: Consistently meet or exceed individual and team KPIs, including Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores.
• System Usage: Use CRM systems and call center software to log call details, update customer accounts, and maintain accurate records.
• Retention & Sales: Utilize experience to identify opportunities to upsell products or services and apply retention strategies to customers considering cancellation.
• Documentation & Reporting: Document call information accurately and report recurring customer complaints or trends to management.
• Mentorship: Support team goals by assisting with the training or onboarding of junior agents, sharing best practices, and participating in quality calibration sessions.

Requirements

• Experience: Minimum 5 years of experience in a call centre, BPO, or customer service environment.
• Skills: Exceptional verbal and written communication skills with a proven ability to de-escalate difficult situations.
• Technical Proficiency: Strong computer skills, including CRM software, data entry, and navigation of multiple systems simultaneously.
• Soft Skills: High level of emotional intelligence, empathy, patience, and adaptability to fast-paced environments.
• Education: Degree in communication or any other related field.
• Fluent in Kiswahili and English