Contact Center Agent

The Headhunter group in collaboration with Symphony Real Estate Development is seeking a Contact Center Agent to explain product and product features to clients over the phone and provide excellent customer service.

Requirements

• Explain product and product features to clients over the phone
• Follow the call script in a timely manner, accurate capture customer/transaction comments
• Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures
• Handle all customer calls and transactions
• Assist online customers with queries
• Provide excellent customer service to achieve customer loyalty
• Provide on-call resolution to all customers
• Capture customer interaction on MS Dynamics
• Ensure high-level customer service
• Handle customer complaints professionally and respond with efficient solutions and escalate where necessary
• Document all call information accordingly to standard operating procedures
• Return customer calls being abandoned on the IVR during working hours in a timely manner
• Reply to customer emails within 24 hours
• Be courteous, polite, helpful and professional in customer approach
• Provide clarification to customers for service request cases follow up
• Attend weekly staff meetings and proactively raise issues for group discussions and information sharing
• Collect customer feedback
• Maintain accurate customer history in MS Dynamics via Interactions and service requests in accordance with Customer Care SLA
• Handle complaints, customer queries, resolve issues within specified timelines (as per SLA and use of priorities)
• Conduct necessary research and follow up with other departments on behalf of the customer before coming up with recommendations
• Provide status updates to customers on pending/ongoing cases
• Escalate customer issues and report major problems to superiors