Call Centre Agent

Role Profile:
Conduct inbound and outbound activities within the Contact Centre in accordance to the agreed
instructions and procedures.
The below Key Performance Areas include but are not limited to:
• Answer and handle all Contacts received (Ecom, customer service, stores and loyalty)
from the Hotline, emails, chat and/or different contact channel, and ensure they are
registered in the respective records (BMC Remedy, ININ, , COMMS, etc.)
• Taking ownership of each contact, manage each request in a timely, honest and
professional manner and dispatch efficient communication to ensure our customers’
complete satisfaction.
• Participate in outbound calling activities whenever required.
• Apply the elements of building positive rapport with different types of customers over the
phone, Email and Chat.
• Behave politely and professionally when dealing with internal/external customers and
colleagues
• Follow the Contact Centre quality Standards and scripts when conducting or receiving
Contacts through the hotline, Emails and Chat
• Promote the department Customer Effort Score (CES) during calls which leads to service
improvement
• Understand & effectively deal with job stress and unsatisfied customers.
• Full compliance to the Contact Centre rules in the manner of attendance, pause sessions
and daily target.
• Completion of any assigned task given by the supervisor with efficient use of the Contact
Centre tools in accordance with the quality standards.
• Support other colleagues to accomplish pending tasks when needed.
• Adherence to CC schedule- night shifts/ Weekends/ public holidays and overtime when
required.
• Attend training courses scheduled by the department.
• Adhere to Supervisor in completing tasks assigned and in coaching sessions.
• Liaise with Floor manager in guidance towards a better SLA.
• Make sure that the provided work tools are kept safe and in good condition.
• Liaise with the technical services team to ensure defects are resolved within the
timeframes

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