Call Centre Agent

Call Centre Agent
Job Description
Purpose
The Call Centre Agent serves as the primary point of contact for over 13,000 franchisees and various external stakeholders. Agents are expected to provide accurate, empathetic, and timely assistance, manage multiple communication channels, and handle a wide range of queries and escalations.
Key Responsibilities for the job
Handle high volumes of inbound and outbound calls, emails, and WhatsApp messages efficiently.
Follow communication scripts when addressing different stakeholders' topics.
Identify stakeholders needs, clarify issues, research solutions, and provide timely resolutions or alternatives.
Log all interactions accurately and ensure stakeholders' records are up to date.
Attend regular training to enhance knowledge and performance.
Meet individual and team performance targets, both qualitative and quantitative.
Maintain strict confidentiality, particularly when handling sensitive data related to Smart...