Job Description: Customer Service Representative / Call Centre Agent

Position Title

Job Purpose

Key Responsibilities

• Handle inbound and outbound calls professionally and courteously.
• Respond to customer inquiries through phone calls, WhatsApp, SMS, and email.
• Provide accurate information regarding products, services, and customer requests.
• Ensure prompt and effective customer assistance.

• Investigate and resolve customer complaints and concerns.
• Escalate complex customer issues to the appropriate departments for resolution.
• Follow up on unresolved cases to ensure customer satisfaction.
• Maintain high standards of customer experience throughout interactions.

• Update and maintain customer records within the Customer Relationship Management (CRM) system.
• Ensure accuracy and completeness of customer information.
• Document customer interactions, complaints, and resolutions appropriately.

• Adhere to established customer service standards and procedures.
• Meet Average Handle Time (AHT), response time, and quality assurance targets.
• Ensure timely responses across all communication channels.
• Contribute to continuous improvement of service delivery processes.

• Provide feedback on recurring customer concerns and service gaps.
• Identify customer trends and emerging issues.
• Support management with insights that improve customer experience and operational efficiency.

Required Qualifications

• Diploma or Bachelor’s Degree in:
  • Business Administration
  • Information Technology
  • Communications
  • Customer Service Management
  • Marketing
  • Public Relations
  • Or a related field

Required Experience

• Minimum of 1–2 years of experience in:
  • Customer Service
  • Call Centre Operations
  • Customer Support
  • Contact Centre Services
  • Client Relationship Management

Technical Skills

• Customer Relationship Management (CRM) Systems
• Microsoft Office Suite (Word, Excel, Outlook)
• WhatsApp Business
• Email Management
• Call Handling Systems
• Customer Data Management
• Complaint Resolution Processes
• Digital Communication Platforms

Core Competencies

• Customer Focus
• Professionalism
• Communication Skills
• Active Listening
• Problem Solving
• Conflict Resolution
• Patience
• Attention to Detail
• Teamwork
• Adaptability
• Time Management
• Multitasking
• Emotional Intelligence
• Interpersonal Skills
• Decision Making
• Relationship Building
• Service Excellence
• Accountability
• Organization Skills
• Stress Management

Key Performance Indicators (KPIs)

• Average Handle Time (AHT)
• Customer Satisfaction Scores (CSAT)
• First Call Resolution Rate (FCR)
• Response Time Compliance
• Quality Assurance Scores
• Customer Retention Metrics
• Accuracy of Customer Records
• Escalation Resolution Rate

Career Opportunities

• Customer Service Management
• Call Centre Operations
• Customer Experience Management
• CRM Administration
• Client Relationship Management
• Operations Management
• Business Process Outsourcing (BPO)