A Call Center Officeris responsible for providing exceptional services to clients/customers by handling a high volume of inbound and outbound calls, responding to inquiries, handling complaints, answering questions, and seeking to create a positive experience for each caller.
Key Responsibilities The key responsibilities of this role are:
Manage large amounts of inbound and outbound calls in a timely manner.
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives using available resources and applicable software.
Identify and escalate issues to supervisors.
Provide product and service information to customers.
Route calls to appropriate resources.
Seize opportunities to upsell products and services when they arise.
Build sustainable relationships and engage customers by taking the extra mile.
Keep records of all conversations in our call centre database in a comprehensible way, complete call logs and reports and Document all call information according to standard operating procedures.
Recognize, document, and alert the management team of trends in customer calls.
Frequently attend educational seminars to improve knowledge and performance level.
Meet personal/team qualitative and quantitative targets.
The Person
HND / B.Sc in Mass Communication, English Language, Linguistics and other related Social Sciences
1-3 years of experience in a call centre environment
Previous experience in a customer support role
Superior active listening, verbal, and written communication skills
Proficient in relevant computer applications
Familiarity with CRM systems and practices
Knowledge of customer service practices and principles
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively
Track record of over-achieving quota
Excellent data entry and typing skills
Ability to handle stressful situation appropriately
Remuneration
Salary in line with industry standard
Method of Application Interested and qualified candidates should forward their CV in Word format only to: recruitment@lilyhospitals.net using the Job Position as the subject of the mail.