CALL CENTER AGENT

Are you ready to embark on a thrilling journey in the world of customer service? We're on the lookout for passionate individuals to join our vibrant team as Call Center Agents! This isn't just a job; it's an opportunity to be part of a high-energy, innovative, and customer-centric environment.

GENERAL JOB PURPOSE/SUMMARY

To provide exemplary customer service to all Bert’s Auto Parts customers via email, social media & voice contact.

JOB SPECIFICATIONS

• Answer telephones promptly and courteously.
• Initiate sales transaction and follow through with branch for merchandise to be prepared for customer or courier pick up.
• Prepare pro-forma invoices for customers and dispatch to them in a timely manner.
• Inform customers of new product offerings and sales.
• Provide customers with accurate and thorough information on products and services.
• Follow-up on customer requests within the specified timeframe.
• Update customer database to ensure accurate records of customer history.
• Promptly answer customers’ texts and WhatsApp messages.
• Interface with customers via social media as required.
• Perform related duties when required to do so e.g. Sales Representative.
• Perform any other duties required to ensure the effective flow of operations.

PERFORMANCE CRITERIA

The job is satisfactorily performed when:

• Agent is present at workstation at least 5 minutes before commencing of duties and phone placed in ready mode.
• Schedule adherence target is met.
• All calls are answered within five seconds.
• All calls are resolved within the preset Average Handle Time standards.
• All calls are handled according to the department’s quality assurance structure including but not limited to accurate & thorough information delivery, customer service skills and telephone etiquette.
• At least 90% of all calls are resolved at the first point of contact.
• The number of calls taken monthly are aligned with the preset standards.
• Customer database is updated with customer information.

 COMPETENCIES

• Excellent written and oral communication skills
• Computer literate
• Excellent time management skills
• Exceptional interpersonal skills
• Knowledge of customer service principles and practices
• Intrinsically motivated
• Keen listener
• Patient
• Problem analysis and problem-solving skills.
• Stress tolerance

 QUALIFICATIONS AND EXPERIENCE 

• Diploma or an Associate Degree
• At least 6 O’Levels or CXC subjects
• Two years related experience.

WORKING CONDITIONS AND PHYSICAL DEMANDS

• Frequently answer high volume of calls
• Sedentary position
• Required to work on weekends.