Job Purpose:
The job holder will be responsible to efficiently support the day-to-day operations of the Contact Centre team, ensuring that the immediate operational needs of customers are properly addressed, while also contributing to continuous process enhancements to improve service delivery and operational efficiency.
Key Responsibilities:
- Demonstrate exceptional customer service skills, ensuring adherence to the company's established quality assurance standards, fostering a service-oriented environment.
- Efficiently support handling of customer inquiries from various channels, including phone, email, and live chat, providing prompt and accurate resolutions.
- Gather feedback from agents about challenges and opportunities within the contact center operations and relay this information to management for strategic planning.
- Maintain up-to-date and accurate content for the knowledge base, including FAQs, troubleshooting guides, product information, and policies. Clearly communicate company updates, policies, and product information to customers and provide support to team members, ensuring timely and accurate dissemination.
- Effectively support in resolving complex customer issues escalated from Contact Center agents, leveraging your CRM expertise to deliver satisfactory solutions.
- Support with key departmental performance indicators (KPIs) as outlined by management, identifying areas for improvement.
- Support team lead in monitoring and evaluating the quality of customer interactions, ensuring compliance with standards and procedures. Implement quality improvement actions as needed.
- Prepare comprehensive daily, weekly, and monthly performance reports to track progress and identify trends.
- Support in tracking business trends and customer volume data to support in planning meeting operational demands.
- Support the section head in optimizing department operations and identifying revenue-generating activities to improve departmental performance.
- Offer support to Contact Center staff, including taking calls during high-volume periods and assisting with training initiatives.
- Work with various departments (e.g., IT, product teams, customer service) to ensure the knowledge base reflects current products and policies.
- Support with coaching/training of the Customer Service & Telesales Representatives to ensure that they achieve or exceed company expectations for quality, sales and service by providing regular, constructive feedback and guidance to develop employees to their full potential.
- Actively participate in the implementation of new processes, contact center tools and technologies, ensuring efficient adoption and integration into daily workflows.
- Responsible for handling sensitive information with discretion and maintaining confidentiality at all times.
Education:
- Bachelor’s degree in related discipline
Experience:
- Min 2-4 years of experience in a customer service role, preferably within the real estate sector, with a focus on the commercial vertical.
- Proven experience in process improvement initiatives and the ability to support team operations effectively.
Job specific Skills:
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
- Demonstrated proficiency in CRM systems - Ability to navigate and utilize CRM/Salesforce features efficiently
- Ability to clearly communicate complex information to both technical and non- technical audiences
- Ability to analyze data and identify trends
- Excellent Telephone Skills
- Product Knowledge.
- Good communication and interpersonal skills
- Team player
- Strong analytical skills
- Autonomous, self-starter with a passion for selling and supporting customer requests.