Call Center Agent

Scraped from: Afriworket

Job description

The call center agent will be responsible for assisting drivers by handling incoming and outgoing calls, resolving customer issues, providing accurate information, and ensuring a positive service experience. Key Responsibilities Ø  Answer driver calls professionally and promptly. Ø  Meet Provided KPI Provided by Fleet Operation Manager Ø  Resolve complaints and service issues efficiently and courteously. Ø  Provide accurate information about the company services, policies, and procedures. Ø  Record Driver interactions and complaints accurately in the company's systems. Ø  Escalate complex or unresolved issues to the appropriate department. Ø  Follow up on Driver complaints when necessary. Ø  Communicate effectively with drivers to resolve trip-related problems. Ø  Maintain customer confidentiality and follow company policies. Ø  Meet call center performance targets, including response time, quality, and customer satisfaction. Requirements Ø  Previous call center, customer service, sales, or similar experience is preferred. Ø  Excellent communication and interpersonal skills. Ø  Good command of English and Amharic ; knowledge of Afaan Oromo or other local languages is an advantage. Ø  Ability to remain calm and professional when dealing with difficult customers. Ø  Basic computer skills and ability to learn Fleet software quickly. Ø  Good problem-solving and multitasking abilities. Ø  Willingness to work shifts, including weekends and holidays if required.