Call Center Agent

Summary:

The main duty of a Call Centre - Agent is to respond to telephone inquiries about the company's services following standard scripts and procedures. To ensure calls are answered within predetermined time scales and are dealt with properly. Documents details of telephone conversation and actions taken. The incumbent is also responsible to correspond with Call Centre - Supervisor/Manager accordingly. Build a customer oriented focus in the Call Centre by providing quality actions and resolutions to their concerns and queries.

Main Tasks:

1. Builds a customer oriented focus in the Call Centre by providing quality actions and resolutions to their concerns and queries.
2. Follows communication/update expectations with clients, in accordance with the Nextcare policies, scheme or agreed time frames set.
3. Answers inbound calls as well as assists customers who have specific inquiries.
4. Builds customers’ interest in the services and products offered by the company.
5. Provides personalized customer service of the highest level.
6. Updates the existing databases with changes and the status of each customer/prospective customer.
7. Documents details of telephone conversations and actions taken.
8. Follows up on client calls with clerical duties which include faxing, filling up paperwork, doing checks on credit references, as well as liaising with other departments.
9. Analyzes the various parts of a problem properly and develops logical solutions.
10. Trains and nurtures junior Call Centre - Agents to maximize quality calls and customer service.

Minimum Requirements:

1. Diploma Degree in Business Administration or above.
2. New graduates or experience preferred in a Customer Service field or Insurance background.
3. Fluency in MS Office (Excel, Word, Outlook, PowerPoint).
4. Physically fit to carry out duties.