Vacancy: Call Center Agent/Cashier

Job Description

JOB PURPOSE

Responsible for providing assistance (administratively or otherwise determined by the department head) to the department in the management of Complaints/Requests/Queries/Emails to clients as well as the provision of support in commercial development of operations.

DUTIES

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with product and services.


• Responding efficiently and accurately to callers, explaining possible solutions and ensuring that clients feel supported and valued.


• Manages large amounts of inbound(incoming) and outbound (outgoing calls) in a timely manner.


• Identifies customer needs, clarify on information, and probe well on issues to provide solutions and alternatives.


• Keeps records of all conversations (queries, complaints, request) in the contact center’s data base or reporting system.


• Liaises with back office to provide client with any needed assistance.


• Adheres to SOP’s in contact center operations to deliver excellent services.


• Multi-tasking with speediness to resolving customer challenges and complaints.


• Explains products or services and prices and answer questions from customers.


• Escalating customer feedbacks to appropriate authority or office and prompt adherence to TAT


• Meeting the team/company’s qualitative and quantitative target


• Receiving test results from the laboratory


• Sending client’s test results via email.


• Receives cash/momo/POS or Credit Card payments from clients


• Calculates and return change when required by the payment method


• Inputs data and transaction in MS Excel


• Issue of receipts to Clients after sales of services


• Manages up-to-date receipts and documents all relevant transactions


• Answer client questions about products and services


• Reconciles cash drawers and sales receipts


• Generates systems report daily and submit to Accounts Department and Treasury


• Performs other duties that may be assigned by your Supervisor

Required Skills or Experience

TECHNICAL

• Verbal and written communication skills.


• Effective record management skills.


• Customer Relationship Management.


• Strong interpersonal relationship skills.


• Ability to handle confidential matters.


• Sensitivity to confidential matters may be required.


• Ability to be patient and listen attentively.


• Ability to communicate clearly to customers.


• Good analytical and problem-solving skills.


• Ability to read customers and understand them in line with providing product satisfaction.


• Effective time management skills


• Knowledge of how company products work.

PERSONALITY

• High level integrity: Ability to manage clients and company’s secrets confidential.


• Very Good interpersonal skills


• Excellent communications skills: Ability to communicate