Position Title: Call Center Agent
Employer: iCog
Employment: Full-Time | Contract
Place of Work: Addis Ababa - Ethiopia
Posted date: 5 months ago
Deadline: Submission date is over
Job Overview
We are looking for a dedicated Call Center Agent for our Leyu Product to join our team. This document includes the job description as well as the tasks and responsibilities of the position. In this role, you will be responsible for providing exceptional customer service to our clients and customers over the phone from 9:00 am to 5:00 pm. You will be required to work in the office and handle incoming and outgoing phone calls, emails, and chats.
Tasks and Responsibilities
Specific tasks and responsibilities for the position include:
- Answer incoming phone calls, emails, and chats from customers and adequately respond to their inquiries.
- Schedule and conduct outgoing calls to follow up with customers.
- Provide exceptional customer service by listening to our customers’ inquiries, identifying their needs, and resolving any issues.
- Escalate complex issues to the appropriate department or supervisor.
- Meet or exceed performance metrics such as call quality, productivity, and customer satisfaction.
- Keep accurate records of customer interactions and transactions; input data collected on an Excel spreadsheet in the database.
- Stay up-to-date with product and service knowledge; call customers to follow up on registration and assist in the registration process online.
- Assist in the creation of support documentation such as FAQs.
- Maintain a positive and professional attitude while delivering exceptional customer service at all times.
- Assist in project coordination and provide general support as needed.
- Contribute to project-related tasks, including documentation, research, and data organization.
Requirements
Candidates should meet the following requirements:
- High school diploma or equivalent.
- Prior experience in a customer service or call center role preferred.
- Excellent communication skills, both verbal and written.
- Fluency in English.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Strong problem-solving skills.
- Proficient in Google Workspace.
- Ability to work independently and as part of a team.
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