Contact Center Advisor
Are you an excellent communicator with experience in a contact center?
Do you have what it takes to effectively engage our customers via social media? Are you
computer literate, confident, and a creative problem solver?
If you believe you have what it takes to build a World Class Organization and ready to work at it…yup!!! We want you!!
Key Responsibilities:
- Handling Outbound and Inbound calls from customers.
- Providing information and resolving customers on complaints regarding specific products as well as services.
- Selling additional services by recognizing opportunities to up-sell Transferring customer calls with complex queries to appropriate staff.
- Recognizing, documenting, and informing the supervisor regarding the trends in internal and external customer calls.
- Provide information and advice to customers relating to bus fare, booking procedure, and other inquiries - in a patient and calm manner through all service channels
- Interpret and accurately communicate our terms and conditions of service where and when applicable
- Assist guest in managing existing reservations/ bookings with reference to rescheduling and re-routing
- Enter details of every contact in the system as required, obtain new customers
information and update existing customer details on the CRM - Ensure deliverables are met within ascribed SLA timeframe
- B.Sc in art or social science related field
- At least 2 years of work experience within a Call Center
- Strong Social Media Skills
- Professional writing and reporting Skills
- Excellent Customer service skills
- Good working knowledge of the CRM systems
Personality requirements/Traits
- Result and Service-Oriented (Able to follow through)
- Creative problem solving with good eye for details
- Ability to efficiently display basic Marketing/Negotiation skills
- Ability to multi-task, work to deadline and under pressure