Call Centre Officer

The Call Centre Officer serves as the primary point of contact between the organization and its customers. This role is responsible for handling high volumes of inbound and outbound calls, addressing customer inquiries, resolving issues, providing product/service information, and maintaining high standards of customer satisfaction.

KEY DUTIES AND RESPONSIBILITIES

Customer Support & Inquiry Management

1. Answer incoming calls promptly, professionally, and courteously.
2. Identify customer needs, clarify information, research issues, and provide effective solutions.
3. Deliver accurate and up-to-date information regarding programs.

Issue Resolution & Escalation

1. Troubleshoot service or technical issues calmly and efficiently.
2. Handle students’ complaints with empathy and professionalism, aiming for First Contact Resolution (FCR).
3. Escalate complex or unresolved issues to the appropriate team lead

Outbound Support & Follow-ups

1. Conduct outbound calls for customer follow-ups, satisfaction surveys, campaign outreach, or payment reminders as required.
2. Maintain timely communications to ensure customer concerns are fully addressed.

Data Entry & Documentation

1. Record detailed notes, call outcomes, and customer information accurately in the Customer Relationship Management (CRM) software.
2. Ensure data privacy and adhere to organizational compliance policies.

QUALIFICATIONS AND EXPERIENCE

1. Bachelor’s degree or diploma in Communications, Business, or related fields preferred.
2. 1–2 years of experience in a customer service, telecommunications, or call centre environment is highly desirable.
3. Proficiency with CRM systems and strong computer literacy skills