Client Experience Agent (Call Center)

Job Overview:

The role of a Client Experience Agent – Call Center revolves around being the first point of contact, and thus, establishing the first impression of IFZA. The ideal candidate must be a highly committed, responsible, and creative individual with excellent interpersonal skills and the ability to work well under pressure.

Main Responsibilities

1. Acting as a first point of contact
2. Supporting the smooth running of IFZA Call Center, where all aspects of the client experience are delivered to the highest level
3. Answering and distributing all incoming calls in a timely and professional manner
4. Delivering a positive and timely response to client enquiries
5. Taking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner
6. Maintaining excellent knowledge of IFZA’s products and services in order to efficiently address any queries or concerns from Professional Partners and Clients
7. Maintaining confidentiality of client data ensuring no sensitive information is disclosed
8. Keeping records of all calls in Call Center CRM in a comprehensible way
9. Meeting individual and team qualitative and quantitative targets
10. Building and maintaining effective working relationships whilst promoting the company culture and values
11. Performing other job-related duties as assigned by Management