Call Centre Agent

REPORTING RELATIONSHIPS

Position reports to : Call Centre Manager
Positions supervised : 0

PURPOSE OF POSITION

As a Call Center Agent at Furless Permanent, you will play a vital role in delivering exceptional customer service to our clients seeking hair electrolysis removal services. Reporting directly to the Call Center Team Leader, you will handle customer inquiries, provide information, and ensure a seamless experience for our clients. Your primary focus will be on addressing customer needs and supporting the overall efficiency of the call center operations.

KEY RESPONSIBILITIES:

  1. Customer Service Excellence:
  • Respond to incoming customer inquiries via phone, email, or chat with professionalism and empathy.
  • Provide accurate information about our hair electrolysis removal services, pricing, availability, and booking procedures.
  • Assist clients in scheduling appointments and addressing any questions or concerns they may have.
  1. Product Knowledge:
  • Maintain a thorough understanding of Furless Permanent’s services, promotions, and policies to effectively assist customers.
  • Stay updated on industry trends and advancements in hair electrolysis removal techniques.
  1. Communication and Documentation:
  • Record all customer interactions accurately and comprehensively in the call center database.
  • Communicate effectively with the Call Center Team Leader regarding any customer issues, trends, or escalations.
  1. Adherence to Policies and Procedures:
  • Follow established call center procedures and guidelines to ensure consistency and quality in customer interactions.
  • Adhere to scheduling and attendance policies to ensure adequate coverage during operating hours.
  1. Problem Resolution:
  • Address customer complaints, concerns, or inquiries promptly and professionally, striving for first-contact resolution whenever possible.
  • Escalate complex issues to the Call Center Team Leader or appropriate channels for resolution.
  1. Continuous Improvement:
  • Participate in training sessions and skill-building activities to enhance customer service skills.
  • Provide feedback and suggestions for process improvements to the Call Center Team Leader to enhance overall efficiency and customer satisfaction.
  1. Team Collaboration:
  • Collaborate with fellow Call Center Agents, the Call Center Team Leader, and other departments to resolve customer issues and improve service processes.

Qualifications:  

  • High school diploma or equivalent (Bachelor’s degree preferred).
  • Previous experience in a customer service or call center role is a plus.
  • Excellent English communication skills, both verbal and written. Arabic is a plus
  • Strong interpersonal skills and the ability to handle customer inquiries with patience and empathy.
  • Proficiency in using call center software and customer relationship management (CRM) systems.
  • Basic computer skills and familiarity with standard office software.

Additional Information:

  • This role may require flexible working hours, including evenings and weekends, to accommodate customer demand.
  • Furless Permanent is committed to providing equal employment opportunities and encourages candidates from diverse backgrounds to apply.

This job description is designed to outline the core responsibilities and qualifications required for a Call Center Agent reporting directly to a Call Center Team Leader at Furless Permanent. The position plays a crucial role in ensuring outstanding customer service and contributing to the overall success of the call center operations. Specific details and responsibilities may be adjusted based on the company’s unique needs and preferences.