Call Center Agent
Scraped from: Afriworket
Job description
Role Summary The Call Center Agent is responsible for handling customer calls, managing orders, providing product information, and ensuring professional, timely, and accurate service. Key Responsibilities • 6 working hours from Monday to Sunday, 8:00 am–5:00 pm on a rotational shift • Handle inbound/outbound calls professionally with clear, polite communication. • Use product knowledge, order history, and customer data to guide conversations. • Log all customer interactions accurately in the CRM. • Coordinate dispatch tasks, follow up on unanswered calls, and manage group messages. • Manage objections calmly and provide appropriate solutions. • Confirm orders correctly, including product details, delivery information, and changes. • Document feedback, complaints, and issues; escalate recurring problems to the manager. • Work collaboratively with the team and support new members. • Take ownership of performance and adapt to operational needs. Key Performance Indicators (KPIs) · Monthly Sales Target Achievement: Meet or exceed the minimum monthly sales target through outbound and inbound calls. · Product Sales Performance: Drive sales of slow-moving items, promotional products, and new product launches as directed by management. · Credit Access Promotion: Promote and facilitate credit access for eligible MSCs to encourage higher sales volume. · Call Handling Efficiency: Number of calls handled per shift and average call handling time. · Order Accuracy Rate: Percentage of error-free orders. · Conversion Rate: Ratio of successful orders to total calls. · Customer Satisfaction: Quality of customer feedback and complaint resolution. · Attendance & Punctuality: Adherence to schedule and reliability. · CRM Documentation Quality: Accuracy and completeness of recorded interactions. · Follow-Up Compliance: Timely updates on missed deliveries and pending cases. · Professional Conduct: Evaluation of communication, teamwork, and adherence to standards.