Wingmangroup
Customer Service - CC
Salary
Job description
About the Role
We are looking for a dedicated and customer-focused Call Centre Agent to join our Operations team. In this role, you will be responsible for delivering exceptional customer service by handling inbound and outbound calls, resolving inquiries, and processing customer requests efficiently.
Customer Service & Operations
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Answer inbound calls and respond to customer inquiries professionally and courteously
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Identify customer needs and provide appropriate solutions within set timeframes
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Handle complaints, inquiries, and follow-ups to ensure resolution
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Maintain accurate records of customer interactions in CRM systems
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Process orders, forms, and applications as required
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Follow company communication procedures and policies
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Engage customers and provide a positive service experience
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Participate in training sessions and team meetings
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Assist with special projects and team tasks as needed
Workplace Safety & Compliance
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Comply with company health, safety, and hygiene policies
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Maintain a clean and safe work environment
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Report incidents, hazards, or accidents in line with company policy
Key Performance Indicators (KPIs)
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Average Handle Time (AHT): Under 5 minutes
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First Call Resolution (FCR): > 90%
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Schedule Adherence: > 95%
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Call Reason Documentation: 100% accuracy
