Job Description

Job Overview

In this role, you will be the first point of contact for our US-based customers, handling a variety of inquiries and issues. The ideal candidate is a patient and professional communicator, an effective multitasker, and is passionate about providing world-class customer support.

Job Description

Professionally manage a high volume of inbound calls from US customers regarding their complaints, requests, order status, follow-ups, and general inquiries

Deliver an exceptional customer experience on every call, maintaining a professional, empathetic, and courteous demeanor while adhering to high-quality service standards

Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with company policies and procedures

Navigate multiple software applications (CRM, order management systems, knowledge base) simultaneously while actively listening and speaking with the customer

Strive to meet and exceed individual and team performance metrics, including NPS, Customer Satisfaction (CSAT), and call handling time (AHT)

Requirements & Skills

Job Specification

Proven experience in any customer-facing role is required
Exceptional verbal communication skills in English are essential. Candidates must possess a clear, neutral, or American accent to effectively service US-based customers
Minimum Matric or O Levels is required
Working days "Monday to Friday" and weekends are off.