Contact Centre Agent
Job Description
Contact Centre Agent
The Contact Centre Agent will be responsible for effectively and efficiently handling both inbound and outbound calls of Cim Finance, to offer customer care of a high standard whilst solving queries and requests raised by both existing and potential customers of Cim Finance. The contact center operates on a 24/7 basis.
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Responsibility
- Manage large amounts of inbound and outbound calls in a timely manner and initiate follow up where necessary.
- Ensure customers queries are answered with the aim of a first time resolution and any unresolved query is escalated to management accordingly.
- Provide the best Customer Care experience to all customers.
- Assist in the resolution of customer service issues or complaints.
- Assists in the development of feedback or complaints procedures for customers to use.
- Document all call information on the company database to keep each customer record updated.
- Ensure that service delivery to customer leads to ‘wow’ customer experience
Profile
- School leavers certificate
- Strong phone and verbal communication skills along with active listening
- Previous experience in a call centre environment will be an advantage
- Excellent data capture and keyboard navigation skills
- Customer focus and adaptability to different personality types
- Able to work on a roaster basis (night shift)
We believe in equal opportunities
Cim Finance is committed to cultivating an inclusive and equitable workplace
where everyone feels valued and empowered to grow. We welcome individuals
From All Backgrounds, Identities, Abilities, And Life Experiences. Diversity
strengthens us. It fuels innovation, drives success, and enriches our collective
experience. We are dedicated to providing our team with the support, resources,
and opportunities they need to achieve their full potential.