Hotpoint Appliances Limited, a
leading supplier of consumer electronics and entertainment products has an
exciting opportunity in their Service Centre.
They are seeking for talented,
dynamic, self-driven and results oriented individual who is committed to
performance excellence and participating in our growth strategy.
Call Centre Agent
Main Job Purpose:
To answer incoming calls from
customers, respond to inquiries, handle complaints, troubleshoot problems,
provide information and maintain client and compliant database
Job Responsibility and Accountability
Answer phone calls and respond to
inquiries by clarifying desired information, researching, locating, and
providing information to the client.
Follow up with customers where
Resolve problems by clarifying
issues, exploring answers & alternative solutions, implementing solutions
and escalating unresolved problems.
Manage and resolve customer
complaints by clarifying desired information, completing transactions and
Maintain call centre database and
update customer information in the system.
Document all call information
according to HAL standard operating procedures and generate reports.
Enhance organization reputation by
accepting ownership for accomplishing new and different requests, exploring
opportunities and add value to job accomplishments.
Provide customers with product and
Carry out customer call survey and document
in the system (Salesforce and Orion).
Practice phone etiquette, greet the
customer by name, speak in a clear, calm and friendly voice and repeat caller’s
issue to verify understanding.
Relieve the receptionist at Head
office over lunch break and when off duty
Degree in Communication/ Public
Relations or a related field
At least one year’s call centre agent
/service industry experience or knowledge of customer service principles and
Qualification or experience in customer
service or contact centre operations will be an added advantage
Excellent personal presentation and
Administration oriented and speaks
Proficient in relevant computer
Possess product and operations technical
Knowledge of call centre telephony
Good data entry and typing skills.
Knowledge of administration and
Other Key Competencies and Skills
Excellent people /customer service
IT/ data entry and administration
Excellent communication skills both
verbal and written.
Good problem analysis and solving
Good administrative and process
Good listening skills.
Good organizational skills.
Pays attention to detail with good
Qualified candidates are encouraged
to send their applications through email@example.com on or before 16th
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