Contact Center Specialist at Consulting Advantage Ltd

We are currently seeking a motivated and customer-focused Contact Center Specialist to join our dynamic team and help us deliver outstanding support to our clients.

As a Contact Center Specialist, you will play a crucial role in ensuring customer satisfaction by effectively handling inquiries and resolving issues across various communication channels, including phone, email, and live chat. Your ability to connect with customers and provide timely solutions will contribute to our reputation for excellent service.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, and chat, providing accurate information regarding products and services.
• Identify and resolve customer issues, complaints, and requests in a professional and empathetic manner.
• Document all customer interactions clearly and accurately in the CRM system to ensure follow-up and reference.
• Collaborate with other departments to ensure customer needs are met and to facilitate a seamless experience.
• Stay informed about product updates, company policies, and industry trends to provide knowledgeable assistance.
• Meet or exceed individual and team performance metrics, including call handling time, customer satisfaction scores, and resolution rates.
• Participate in training sessions and team meetings to continuously enhance knowledge and service skills.
• Proactively identify opportunities for process improvements and contribute to enhancing the overall customer experience.

Qualifications:

• Proven experience in a contact center or customer service environment, with strong communication skills.
• Ability to handle multiple tasks and adapt to changing priorities while maintaining a high level of professionalism.
• Proficiency in using CRM software and other communication tools; ability to learn new systems quickly.
• Strong problem-solving skills and an aptitude for resolving customer issues effectively.
• Flexibility to work various shifts, including evenings, weekends, and holidays, as required.