Roles/Duties & Responsibilities

• Handle inbound and outbound customer calls with professionalism and courtesy
• Provide accurate information about products, services, and company policies
• Resolve customer inquiries, complaints, and requests promptly and efficiently
• Meet or exceed daily, weekly, and monthly performance targets (e.g., call handling time, customer satisfaction)
• Maintain a positive and empathetic attitude in all customer interactions
• Record and update customer information accurately in CRM systems
• Escalate complex issues to supervisors or relevant departments when necessary
• Follow call centre scripts, quality standards, and compliance guidelines
• Collaborate with team members and supervisors to improve processes and service quality
• Prepare and share feedback or reports on recurring customer issues or trends
• Stay updated on product knowledge, company updates, and customer service best practices
• Maintain confidentiality of customer and company information at all times
• Adapt to new technologies, systems, and processes as the business evolves
• Uphold the organization’s values by ensuring every customer interaction reflects professionalism, care, and efficiency

Skills & Qualifications

• Diploma or degree in Business, Communication, or related fields
• 2-3 years of experience in Customer Service
• Insuarance & Banking Skills is an added advantage
• Proficient in CRM systems and call centre software
• Excellent verbal and written communication
• Strong customer service and problem-solving abilities
• Proficiency in Microsoft Office (Word, Excel, Powerpoint))
• Highly efficient in handling calls, queries, and tasks
• Detail-oriented, organized, and adaptable
• Able to multitask and manage time effectively
• Team player with a positive, professional attitude
• Fluent in English (written and spoken)
• Committed to delivering accurate, courteous, and timely customer support