Call Centre Agent

6 days ago

NorthEast Singapore Rentokil Initial Full time

**Call centre agents**

These individuals are in charge of call processing, answering customer calls to try to troubleshoot and support issues and questions.
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
- Building lasting relationships with clients and other call centre team members based on trust and reliability.
- Utilizing software, databases, scripts, and tools appropriately.
- Understanding and striving to meet or exceed call centre metrics while providing excellent, consistent customer service.
- Taking part in training and other learning opportunities to expand knowledge of the company and position.
- Adhering to all company policies and procedures.
- Answer inbound calls in a timely and friendly manner
- Evaluate problems and complaints of the callers and provide proper solutions to them
- Respond to the needs of customers and provide personalized service
- Provide information on the company’s products or services and generate interest in the offer
- Upsell products and services
- Research needed information using available resources
- Route calls to other team members whenever needed
- Make relevant notes from customer interactions
- Identify any issues that customers might be struggling with
- Report on customer feedback
- Complete call logs and reports
- Manage & update customer databases
- Follow-up on customer calls
- Boost customer loyalty by offering a proper experience over the phone
- Following communication scripts
- Managing social media and third-party review sites
- Taking opportunities to upsell to customers
- Conducting customer research
- Attending training sessions to improve knowledge and performance continuously

**Requirements**:

- The top three skills that recruiters tend to look for in a Call Centre Agent are:

- Good communication skills, especially listening, will allow you to ask better, more relevant questions of customers.
- Empathy is important as you may be handling contacts from customers in difficult situations, so having natural empathy makes it much easier to build rapport with these customers.
- Other skills that make up a good Call Centre Agent include problem-solving, collaboration, patience, tech-savviness and the ability to socialize well.

**Benefits**

Excellent Team Rapport

Awesome work environment

Attractive incentives

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