Duties and Responsibilities:
• Answer telephone, screen and direct calls and consequently relay messages to various departments.
• Provide product information and advice customers on various inquiries.
Respond to customer inquiries channelled through email, or social media accounts (Facebook, LinkedIn, Twitter etc)
• Prepare Certificate of clearance, letters and other supporting documents as required by customers while adhering to set guidelines.
• Updating customer request pending logs and calculation of the response time for all pending requests.
• Cross-check disputes’ pending logs and escalate any dispute deviating from the set SLA.
Coordinate and respond to customer requests sent through agents/ACPs.
• Any other task that the Management may allocate

Professional Qualifications:
• Bachelor’s degree.
• Proficiency in computer packages preferable Ms Word, Ms Excel, and Ms Powerpoint

Knowledge & Experience:
• Knowledge of Call Center Management
• Knowledge in identifying customer service trends and implementing change.

Skills:
• Communication skills
• Interpersonal skills
• Negotiation skills
• Be a team player
• Attention to detail