Call Center Agent

Job Purpose

The Contact Center Agent handles customer interactions across multiple channels, including phone, email, chat, and social media, ensuring consistent and high-quality service experience. The role involves managing both inbound and outbound communication related to service appointments, maintenance reminders (MRS), insurance renewals, sales leads, and general enquiries.

Principal Accountabilities

1. Customer Interaction

• Handle inbound and outbound customer contacts (calls, chats, emails, and social messages) in a professional, courteous, and efficient manner.
• Identify customer needs, provide accurate information, and ensure resolution or proper escalation as required.
• Follow approved scripts, tone, and call-handling standards to maintain quality and brand consistency.
• Record all interactions, outcomes, and follow-ups accurately in CRM or the assigned system.

2. Operational Excellence

• Meet or exceed daily and monthly targets based on assigned campaign (appointments, renewals, enquiries, etc.).
• Adhere to service levels (ASA, FCR, etc.) as defined for the function.
• Manage time efficiently to balance call handling, documentation, and follow-ups.
• Support cross-functional activities when reassigned to other campaigns.
• Maintain up-to-date knowledge of company products, services, promotions, and policies.

3. Quality & Compliance

• Ensure all interactions comply with call quality standards and internal policies.
• Participate in call monitoring, coaching sessions, and refresher training.
• Provide feedback and suggestions to improve customer processes and efficiency.
• Uphold the company’s image and customer service values in every interaction.

4. Team Collaboration

• Coordinate with peers, senior agents, and team leaders to ensure smooth workflow and task completion.
• Support new team members during onboarding or system familiarization.
• Share best practices and customer insights to enhance team performance.
• Assist in pilot projects or new service initiatives when assigned.

Required Qualifications

• Minimum Bachelor's Degree.
• Previous experience in a call center or customer service role (Preferred).
• Strong communication and listening skills.
• Ability to multitask and work in a fast-paced environment.
• Basic computer skills and proficiency in using CRM software.
• Patience and a customer-oriented attitude.