English Customer service representative

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Job Details

Job Title

OPS Agent

Section

Functional Level:

Entry

Department

Sector

Operation

Reporting Lines

• Reporting Lines:
  
  

Reports Directly To

OPS Team Leader

No. Of Subordinates

0

Budget

N/A

Job Purpose

Solve customer issues, complaints, and inquiries; keep customer satisfaction at the core of every decision and behavior.

Job Responsibilities

Specific objectives and deliverables will be agreed as part of your annual Performance and Development Review (PDR) process, the points below are a summary of your main duties and responsibilities.

Job Specific Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner.
• Follow communication “scripts” when handling different topics.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Seize opportunities to upsell products when they arise.
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way.
  
  

KPIs (Key Performance Indicators)

• Customer experience
• FCR
• AHT
• SLAs
• Quality
  
  

Competency Model

Technical competency level

Specifications: Qualifications, Experience, skills

• English: C2 command of (Speaking, reading, and writing).
• Previous experience in a customer support role.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.