Contact Center Agent, Inbound

Job Description

Job Summary:

• Provide professional customer tele-services by assisting customers in receiving their orders along with recommendation of available related products.

Responsibilities:

1. Listen to customer orders attentively and tag them in the system without errors.
2. Ensure customer commitments are met within the designated time frame by entering / updating customer orders on timely basis in transight /designated systems.
3. Inform the customers on the available products to facilitate the upsell and cross sell of these products.
4. Receive customer complaints, and tag them into the transight /available e-systems.
5. Deal with angry callers and upset customers effectively and transfer them to relevant designated authorities.
6. Receive customer inquiries and transfer to the concerned person/unit as required.
7. Escalate customer issues to the relevant designated authorities.
8. Provide customers with product and service information.
9. Maintain customer database through timely updates as required by the system.
10. Record all customer calls in the MIS without errors.
11. Keep customers informed on special offers, promotions and marketing events.
12. Follow up calls with drivers on delayed orders.
13. Ensure professional communication to customers on delayed /amended orders.

Skills

• Patience
• Timeliness
• Clear communication
• Positive attitude
• Adaptability