<p><strong>Job Summary</strong></p><ul><li>We are seeking a proactive and enthusiastic Contact Centre Intern to support our team in delivering exceptional customer service and operational efficiency.</li><li>This internship offers a hands-on experience in handling customer inquiries, resolving issues, and understanding the dynamics of a fast-paced contact center environment.</li></ul><p><strong>Key Responsibilities</strong><br />Customer Interaction:</p><ul><li>Respond to customer inquiries via phone, email, and chat promptly and professionally.</li><li>Address customer concerns and escalate complex issues to senior team members.</li><li>Provide accurate information about products, services, and policies.</li></ul><p>Call and Case Management:</p><ul><li>Log customer interactions and complaints into the CRM system.</li><li>Follow up on open cases to ensure timely resolution.</li><li>Assist in preparing daily and weekly reports on customer queries and resolutions.</li></ul><p>Support Operations:</p><ul><li>Aid in coordinating team schedules and workflows.</li><li>Assist in monitoring call quality and providing feedback to improve service delivery.</li></ul><p>Learning &amp; Development:</p><ul><li>Participate in training sessions to understand systems, processes, and products.</li><li>Shadow experienced agents to gain insights into best practices.</li></ul><p>Process Improvement:</p><ul><li>Identify recurring customer issues and suggest solutions to enhance customer satisfaction.</li><li>Contribute ideas to streamline contact center processes and improve operational efficiency.</li></ul><p><strong>Qualifications and Skills</strong></p><ul><li>Interested candidates should possess a Bachelor`s Degree / HND / OND qualification.</li><li>Strong verbal and written communication skills.</li><li>Proficiency in Microsoft Office Suite Word, Excel, Outlook.</li><li>Customer-focused mindset with a problem-solving attitude.</li><li>Ability to work in a fast-paced environment and manage multiple tasks effectively.</li></ul>