What are the responsibilities and job description for the Contact Center Agent position at Capillary Technologies?
We are currently recruiting Contact Centre agents to join our team!
We are partnered with a large banking provider and are looking for individuals to provide excellent customer service in a second level of support to our client. In this role, you will handle customer enquiries by liaising with both our internal teams and our clients, providing an efficient, courteous and professional service at all times.
This is a new client for Capillary, so we are looking for someone who is adaptable and proactive in providing feedback and suggestions on how we can drive positive changes as we launch and integrate the client base.
Full time – 40 hours per week between the hours of 08:00 – 20:00pm EST, Monday to Sunday
If you have the following skills or experience, then this could be the ideal role for you…
1.Customer Service
- Handle all incoming communications (customer queries/contacts) efficiently and professionally, ensuring customer satisfaction at all times and service level agreements are met.
- To promote the Company or Client goods and services as required, in line with department and individual targets and service levels.
- Ensure that knowledge of products, services and procedures is comprehensive and up to date and identify areas where additional training may be required to ensure continued quality and productivity.
- Operate contact centre equipment and operating systems proficiently and in line with internal policies and procedures.
- Whilst on the telephone, face to face on video calls or when writing to a customer, represent the company in a professional manner at all times, using internal guidelines, complaint documentation and expertise where necessary.
2. Team Working
- Achieve and maintain individual performance standards to help meet departmental objectives and organisational service level agreements.
- Share and discuss ideas with manager and/or colleagues about where working practices could be improved, and where practical or appropriate, assist in implementing change.
3. Other
- Attend and participate in monthly team briefings, training workshops and update briefings as and when required and to prepare information and collate action points as appropriate or requested
- Carry out any other tasks or duties as may be set from time to time.
Education:
Basic Degree required in any field.
Experience & Knowledge:
1. Must be able to evidence experience within a customer service environment either working face to face with customers or call centre based.
2. Excellent English written and spoken communication and interpersonal skills
- Articulate communicator
- Excellent Listening skills
- Excellent writing skills
- Excellent telephone etiquette
3. Excellent computer skills
- Experience using Google based packages
- Experience of using the Internet
4. Attention to detail
5. Able to retain knowledge and understand multiple processes
Salary : $30,000 - $36,000
