Job Summary
A reputable company based in Accra seeks to hire the services of a Contact Center Agent. The incumbent will serve as the first point of contact to deliver exceptional customer service, address inquiries, resolve complaints and provide support through phone, email, and chat. The agent will play a critical role to build and maintain strong relationships by ensuring that client needs are met in a timely and professional manner.
- Minimum Qualification : Diploma
- Experience Level : Entry level
- Experience Length : 2 years
Job Description/Requirements
Responsibilities:
- Customer Support: Respond to inbound calls, emails, and chat queries from customers regarding (health insurance policies, financial products, etc.).
- Problem Resolution: Effectively troubleshoot and resolve customer complaints and issues, ensuring a satisfactory outcome.
- Claims Assistance: Guide customers through the process of submitting claims, checking claim status, and providing necessary documentation support.
- Sales and Upselling: Provide information about new products or services and offer Cross selling opportunities when appropriate. Cold calling potential new clients and lead generation.
- Data Entry: Accurately record customer interactions and relevant information in the CRM system.
- Follow-up: Ensure timely follow-up on unresolved issues, maintaining a high level of customer satisfaction.
- Quality Assurance: Adhere to quality standards by following scripts, workflows, and compliance guidelines.
- Collaboration: Work closely with other teams, such as technical support, sales, and claims departments, to resolve complex issues.
Minimum Requirements:
- A minimum of a high school diploma or equivalent (bachelor’s degree preferred).
- About 2 years work experience in a contact center environment, customer service experience or similar role (a healthcare, insurance, or finance experience) is an advantage.
Key Skills:
- Strong verbal and written communication skills, with the ability to explain complex information clearly and concisely.
- Ability to manage multiple customer interactions simultaneously through different channels (phone, email, and chat).
- Strong, detail-oriented analytical and organization skills; ability to problem solve proactively.
- Experience using CRM software, contact center tools, and Microsoft Office Suite.
- Flexibility to handle a dynamic work environment and willingness to learn new processes and systems.
- A positive attitude and passion for helping customers, with a commitment to providing an outstanding experience.
Personal Attributes
- Team Player, Goal-Oriented, Patience, Empathy, Attention to detail.
Kindly Note: Interested candidates should send their CVs to contactcentreagents@aspire-plus.com. Please note that only shortlisted candidates will be contacted.
Location: Accra Ghana.
Employment Type: Full Time
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