CONTACT CENTRE OFFICERS

The primary role of the Contact Centre Officer is to close sales deals over the phone and maintain good customer relationship. The role includes identifying customer needs, presenting products and services over the phone as well as dealing with complaints and queries.

The incumbent will also answer all types of incoming calls from prospects /customers - inquiries, complaints, requests. They will use their knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems. They will speak with customers, listen to them gain a better understanding of their needs, and offer possible solutions with the best Customer Experience. You will be working in an environment based on teamwork, respect, performance, and responsibility.

Responsibilities

• Contacting potential or existing customers to inform them about our products and services.
• Seize opportunities to upselling and cross selling NCL products and closing the sales through the phone.
• Listening to customer needs to generate repeat sales.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Escalate client’s inquiries in a timely manner to the appropriate branch and follow up to ensure all queries are resolved.
• Obtains client information by answering telephone calls; interviewing clients; verifying information by adhering to NCL communication script guidelines.
• Determines eligibility by comparing client information to requirements and offering suitable products.
• Meet set personal/team lead conversion targets.
• Capture Customer details on the CRM both consistently and accurately.

QUALIFICATIONS AND SKILLS

• Diploma or equivalent required, bachelor's degree preferred.
• Minimum 2 years’ experience working in a contact centre set up.
• Exceptional telesales skills.
• Familiarity with CRM system and practises.
• Proficiency in the use of MS Word, Excel, email and experience with the Internet.
• Proficient in English (oral and written).