Contact Center Advisor

Are you an excellent communicator with experience in a contact center?
Do you have what it takes to effectively engage our customers via social media? Are you
computer literate, confident, and a creative problem solver?
If you believe you have what it takes to build a World Class Organization and ready to work at it…yup!!! We want you!!

Key Responsibilities:

• Handling Outbound and Inbound calls from customers.
• Providing information and resolving customers on complaints regarding specific products as well as services.
• Selling additional services by recognizing opportunities to up-sell Transferring customer calls with complex queries to appropriate staff.
• Recognizing, documenting, and informing the supervisor regarding the trends in internal and external customer calls.
• Provide information and advice to customers relating to bus fare, booking procedure, and other inquiries - in a patient and calm manner through all service channels
• Interpret and accurately communicate our terms and conditions of service where and when applicable
• Assist guest in managing existing reservations/ bookings with reference to rescheduling and re-routing
• Enter details of every contact in the system as required, obtain new customers
  information and update existing customer details on the CRM
• Ensure deliverables are met within ascribed SLA timeframe

• B.Sc in art or social science related field
• At least 2 years of work experience within a Call Center
• Strong Social Media Skills
• Professional writing and reporting Skills
• Excellent Customer service skills
• Good working knowledge of the CRM systems

Personality requirements/Traits

• Result and Service-Oriented (Able to follow through)
• Creative problem solving with good eye for details
• Ability to efficiently display basic Marketing/Negotiation skills
• Ability to multi-task, work to deadline and under pressure