The holder of this position will report to the Marketing & Business Development Manager. 

KEY RESPONSIBILITIES: 

• Customer support: Answer and respond to customer inquiries, complaints, and requests via phone, email, or chat. 
• Problem-solving: Troubleshoot customer issues and provide logical, lasting solutions. 
• Information provision: Provide accurate and detailed information about products, services, and company policies. 
• Call management: Manage call volume, handle both inbound and outbound calls, and follow communication procedures. 
• Follow-up: Follow up with customers to ensure their issues are resolved and to build customer loyalty. 
• Goal achievement: Meet or exceed performance goals and Key Performance Indicators KPIs. 
• Escalation: Escalate priority issues to the appropriate department or supervisor when needed. 
• Compliance: Adhere to the company guidelines, security policies and procedures. 
• Upselling: Identify opportunities to upsell products or services when appropriate. 

REQUIRED SKILLS AND QUALIFICATIONS 

• Ability to use computers, navigate various software programs. 
• Understand the products or services the company offers to provide accurate information. 
• Excellent verbal and written communication skills. 
• Active listening skills. 
• Strong analytical skills to identify customer problems and find effective solutions. 
• Possess the ability to remain calm and empathetic, especially when dealing with frustrated customers. 
• The capacity to adjust to different customer personalities and unique situations. 
• The ability to manage multiple tasks simultaneously. 
• The ability to work effectively as part of a team. 
• Diploma in Business Administration, Communications or a related field. 
• Previous experience in customer service or call centre is preferred.