ESSENTIAL DUTIES AND RESPONSIBILITIESProfessionally answer incoming phone calls from customers and address their inquiries and complaints with empathy and courtesy.Utilize available resources to conduct research and gather the required information to effectively assist customers.Operate telephone equipment, automatic dialing systems, and other telecommunications technologies to proactively contact prospective customers.Take ownership of customer complaints and work towards swift and satisfactory resolutions.Provide comprehensive information about our organization's services and products to customers.Identify and escalate priority issues to high-level management for prompt attention and resolution.Adhere to procedures, rules, and regulations to maintain a safe and clean working environment.Direct inbound calls to the appropriate departments or individuals.Follow up on complex customer calls as necessary to ensure a positive customer experience.Document call details, including notes and reports, in the Customer Relationship Management (CRM) system.Gather and evaluate all relevant data to effectively handle customer complaints and inquiries.Record and maintain accurate records of customer comments, inquiries, complaints, and actions taken.Escalate customers' queries to the appropriate units for prompt and efficient resolution.Capture customers' details accurately in the system to maintain comprehensive records.Contribute to the overall team effort by accomplishing assigned tasks and supporting colleagues.Perform other duties as assigned.EDUCATION QUALIFICATIONS, EXPERIENCE, SKILLS, AND COMPETENCIES First Degree in communications or related field Must have at least 3 years of relevant experience in a call center Must be available for a 24/7 Shift work scheduleMust be customer-centricCustomer service telephony skillsAccurate comprehension, interpretation, and capturing of informationAble to react effectively and calmly in emergencies.Must be highly accurate and responds timely to callsAble to maintain customer confidentiality.Ability to understand individual differencesProblem-solving and listening skillsExcellent Interpersonal skill Teamwork. Time management and Persuasion skillsExcellent verbal and written communication skillsFriendly disposition, charming character, and amiable personality.