Call Center Agent

We are looking for a customer-focused Call Center Agent to handle inbound and outbound calls, respond to customer enquiries, resolve issues, and provide a positive service experience. The ideal candidate is a clear communicator who can stay calm under pressure, work efficiently, and accurately record customer interactions.

Key Responsibilities

• Answer inbound calls, emails, and other customer enquiries professionally and promptly.

• Make outbound calls for follow-ups, customer support, surveys, appointments, or sales activities where required.

• Provide accurate information about products, services, policies, and procedures.

• Resolve customer concerns efficiently, escalating complex cases to the appropriate team when needed.

• Record all interactions, enquiries, and resolutions accurately in the CRM or call-management system.

• Follow call scripts, quality standards, and company policies while keeping conversations natural and helpful.

• Meet individual performance targets, including call handling time, customer satisfaction, quality scores, and attendance.

• Maintain customer confidentiality and handle sensitive information responsibly.

• Work closely with supervisors and other departments to ensure enquiries are resolved within agreed timelines.

• Stay updated on company products, promotions, systems, and service procedures.

Requirements

• High school diploma or equivalent; additional customer service training is an advantage.

• Previous experience in a call center, customer service, sales, or a client-facing role is preferred.

• Excellent verbal communication skills in English; additional languages are an advantage.

• Strong listening, problem-solving, and conflict-resolution skills.

• Comfortable using computers, CRM systems, telephone systems, and Microsoft Office applications.

• Ability to multitask, work under pressure, and manage a high volume of calls.

• Professional, patient, empathetic, and customer-oriented attitude.

Preferred Skills

• Experience handling both inbound and outbound calls.

• Knowledge of CRM platforms.

• Sales, upselling, lead-generation, or appointment-setting experience.

• Familiarity with service-level agreements, call-quality standards, and escalation processes.