Call Center Agent

Malatji Specialised Services is currently looking for a Call Center Agent. You will be responsible for answering incoming calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information.

Call Center Agent Job Responsibilities and Duties:

1. Answer incoming calls and respond to customer’s emails
2. Manage and resolve customer complaints
3. Sell products and place customer orders in the computer system
4. Identify and escalate issues to supervisors
5. Provide product and service information to customers
6. Research required information using available resources
7. Research, identify, and resolve customer complaints using applicable software
8. Process orders, forms, and applications
9. Route calls to appropriate resources
10. Document all call information according to standard operating procedures
11. Recognize, document, and alert the management team of trends in customer calls
12. Follow up customer calls where necessary
13. Upsell products and services
14. Complete call logs and reports
15. Other duties as assigned

Call Center Agent Qualifications and Skills

1. High School diploma
2. Experience in a call center environment will be an advantage
3. Knowledge of customer service practices and principles
4. Excellent data entry and typing skills
5. Superior listening, verbal, and written communication skills
6. Ability to handle stressful situations appropriately
7. Training Provided