Graduate Trainees - Customer Care Agents Vacancy at Swift Networks Limited

Overview

Responsibilities

• Taking all possible measures to timely resolve customers ’ issues and processing them according to our established procedures and policies.
• Responsible for responding to inbound and outbound calls, and technical queries related to VOIP, Internet, and Data services on different platforms such as LTE, WTTx and Fibre, Wifi by using standard procedures.
• Comprehensive understanding and knowledge of using Customer Relationship Management (CRM) software to deal with incoming calls.
• Ensure full compliance with all related software applications and a strong handling power to assist customers.
• Logging all queries properly and escalating possible complaints to the concerned teams using effective tools.
• Regularly attending training and coaching sessions conducted.
• Learning about the organization’s products or services and keeping up-to-date with any changes to them.
• Suggesting alternatives and possibilities to resolve customers’ complaints on a priority basis.
• Giving feedback and reporting customer issues/problems to the Supervisor to ensure maximum customer satisfaction and to aware management of current trends and demands.
• Developing aggressive retention strategies based on customer feedback.
• Negotiating with customers to renew contracts and retain business.
• Building positive relationships with customers and business associates.
• Assisting with processing online payments and ensuring customers get value.

Requirements

• Must have a 2:1 (Upper Credit)bachelor's degree in sales, marketing, or a related field.
• Entry level.
• Excellent customer service skills.
• Strong conflict resolution skills.
• In-depth knowledge of sales and marketing software such as CRM, Excel, Outlook, etc.
• Ability to remain calm and professional in stressful situations.
• Advanced communication and interpersonal skills.
• Empathy and patience.
• Advanced organizational skills.