Call Center Representative

• Contribute to business growth by consistently meeting and surpassing sales goals
• Enhance customer satisfaction and loyalty through effective problem-solving and personalized service
• Strengthen the company’s brand reputation
• Support risk mitigation and process improvement for customers
• Foster a culture of continuous learning and professional development

Sales and Retention Call Centre Agent

• Manage and support a team of call centre agents, ensuring performance targets and quality standards are met
• Handle workforce planning, scheduling, training coordination, and team performance reviews
• Communicate effectively with internal teams and external stakeholders across time zones
• Maintain accurate records of team KPIs, call quality scores, and operational reports
• Use relevant tools such as call centre platforms, CRM systems, and workforce management software
• Support the wider business with escalation handling, SLA management, and customer satisfaction initiatives
• Identify opportunities to improve team efficiency, agent performance, and customer experience

Call Centre Manager

• Manage and support inbound and outbound customer calls in a professional and efficient manner
• Handle customer queries, complaints, and requests with empathy and accuracy
• Communicate effectively with internal teams and external stakeholders across time zones
• Maintain accurate records of call logs, customer interactions, and case resolutions
• Use relevant tools such as CRM platforms, call centre software, and ticketing systems
• Support the wider team with quality assurance, script adherence, and performance targets
• Identify opportunities to improve first-call resolution rates and customer satisfaction scores

Call Centre Agent

• Deliver day-to-day knowledge work, in order to execute predefined objectives as per agreed standard operating procedures (SOPs)
• Achieve contracted service level agreements
• Be available to cardholders, branches and merchants in order to serve as informational support
• Provide service excellence and achieve customer satisfaction
• Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards

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Sales and Retention Call Centre Agent

Call Centre Manager

Call Centre Agent

Collections Call Centre – Inbound & Outbound