Contact Center Agent Job at ICS Outsourcing Limited

• We are seeking a highly motivated and customer-focused Contact Center Agent to join our client team.
• The ideal candidate will be responsible for handling inbound and outbound calls, providing excellent customer service, resolving inquiries, and ensuring customer satisfaction.
• This role requires strong communication skills, patience, and the ability to work effectively in a fast-paced environment.

• Answer inbound calls and respond to customer inquiries in a professional manner.
• Make outbound calls to follow up on customer issues, surveys, or campaigns.
• Resolve customer complaints efficiently and escalate complex issues when necessary.
• Provide accurate information about products, services, and company policies.
• Maintain detailed and accurate records of customer interactions in the CRM system.
• Meet or exceed daily/weekly performance targets (e.g., call handling time, resolution rate).
• Collaborate with team members to improve service delivery and customer experience.

• Minimum of OND / NCE qualification; Bachelor’s Degree is an added advantage.
• Previous experience in a call center, customer service, or related field preferred.
• Excellent communication and active listening skills.
• Ability to multitask, manage time, and handle pressure effectively.
• Proficiency in MS Office and CRM software.
• Strong problem-solving and conflict-resolution skills.
• Proximity to the job location is very important. Candidates living close by will be given preference.

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