Techline Search is recruiting a reliable and customer-focused Call Centre Agent to join a fast-paced contact centre team for one of our leading clients. This role involves handling customer queries, providing product or service support, and ensuring excellent service delivery over phone, email, and live chat channels.
Answer inbound calls and respond to customer inquiries in a professional manner.
Handle complaints, troubleshoot problems, and provide accurate information.
Make outbound calls (if required) for follow-ups, surveys, or promotional purposes.
Log all customer interactions and maintain up-to-date records in CRM systems.
Work to call centre KPIs including call handling time, first contact resolution, and customer satisfaction.
Escalate complex issues to team leaders or supervisors when needed.
Follow scripts and compliance guidelines where applicable.
Previous experience in a call centre or customer service role is preferred.
Excellent verbal and written communication skills.
Strong listening, empathy, and problem-solving abilities.
Comfortable using computer systems, including CRM and call logging tools.
Able to stay calm under pressure and manage a high volume of calls.
Flexible to work shifts, including evenings and weekends (if required).
