Experienced Call Centre Agent

Job Summary We are seeking a seasoned, motivated Call Centre Agent with at least 3 years of experience to join our premier customer service team. As an experienced agent, you will act as a primary liaison between our company and our customers, ensuring high-level service, troubleshooting complex issues, and contributing to customer retention. You will handle inbound/outbound calls and multichannel interactions (email, chat) with a high degree of empathy and professionalism, aiming for first-call resolution.
Key Responsibilities • Customer Support & Resolution: Handle high volumes of inbound customer calls, emails, and chats, providing accurate solutions to complex inquiries and complaints. • Problem Solving: Actively listen to customer concerns, troubleshooting issues, and identifying the root cause of problems to provide lasting solutions. • Quality & Metrics: Consistently meet or exceed individual and team KPIs, including Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores. • System Usage: Use CRM systems and call center software to log call details, update customer accounts, and maintain accurate records. • Retention & Sales: Utilize experience to identify opportunities to upsell products or services and apply retention strategies to customers considering cancellation. • Documentation & Reporting: Document call information accurately and report recurring customer complaints or trends to management. • Mentorship: Support team goals by assisting with the training or onboarding of junior agents, sharing best practices, and participating in quality calibration sessions.
Requirements • Experience: Minimum 5 years of experience in a call centre, BPO, or customer service environment. • Skills: Exceptional verbal and written communication skills with a proven ability to de-escalate difficult situations. • Technical Proficiency: Strong computer skills, including CRM software, data entry, and navigation of multiple systems simultaneously. • Soft Skills: High level of emotional intelligence, empathy, patience, and adaptability to fast-paced environments. • Education: Degree in communication or any other related field. • Fluent in Kiswahili and English