Call Centre Agent

Burmarrad Group is seeking a motivated and detail-oriented Call Center Agent who will be playing a crucial role in delivering excellent customer experiences and providing support to callers. As a key member of the call center team, the agent is responsible for handling inbound and outbound calls, addressing customer inquiries, resolving issues, and ensuring customer satisfaction.

Key Responsibilities:

• Handle incoming customer calls in a courteous, friendly, and professional manner
• Listen attentively to customer inquiries and concerns, demonstrating empathy and understanding
• Provide accurate and timely information about products, services, and company policies
• Diagnose and resolve customer issues, aiming for first-call resolution whenever possible
• Escalate complex or unresolved problems to the team leader
• Accurately record customer information, inquiries, and actions taken in the company database
• Maintain detailed and organized records of interactions for reference and analysis.
• Stay up-to-date with product knowledge and company updates to provide informed responses to customers
• Participate in training sessions to improve knowledge and proficiency in handling customer inquiries
• Follow call center scripts and guidelines to ensure consistent service delivery and compliance with company standards.
• Adhere to call handling metrics, such as call duration and call resolution targets
• Identify opportunities to upsell or cross-sell products and services based on customer needs and preferences
• Communicate with customers using clear and effective language
• Collaborate with team members and team leader to share knowledge and best practices
• Contribute to a positive team atmosphere and support team goals
• Other duties that may be required by the management.

Requirements:

• Fluent in Maltese and English
• Previous experience in a call center environment is a plus but not essential
• Excellent verbal communication skills with the ability to actively listen and respond to customer inquiries effectively
• Very good computer skills
• Strong problem-solving skills and the ability to provide appropriate solutions to customers
• Patience, empathy, and a customer-centric approach to handling diverse customer interactions
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Willingness to follow call center guidelines, procedures, and scripts to ensure consistent service delivery.

At Burmarrad Group, we know your success is our success. Training will be provided for you to have the best chance of success in the above-mentioned role. If you are motivated and dependable with a proven track record of success, then we can put your career on the map.