Call Centre Agent

Call Centre Agent

Job Description

Purpose

The Call Centre Agent serves as the primary point of contact for over 13, 000 franchisees and various external stakeholders. Agents are expected to provide accurate, empathetic, and timely assistance, manage multiple communication channels, and handle a wide range of queries and escalations.

Key Responsibilities for the job

• Handle high volumes of inbound and outbound calls, emails, and WhatsApp messages efficiently.
  
• Follow communication scripts when addressing different stakeholders topics.
  
• Identify stakeholders needs, clarify issues, research solutions, and provide timely resolutions or alternatives.
  
• Log all interactions accurately and ensure stakeholders records are up to date.
  
• Attend regular training to enhance knowledge and performance.
  
• Meet individual and team performance targets, both qualitative and quantitative.
  
• Maintain strict confidentiality, particularly when handling sensitive data related to Smartlink or the Funda App.
  
• Handle inquiries and escalations from over 13, 000 franchisees, as well as external parties including coaches, sponsors, and potential franchisees/parents.
  
• Manage queries related to stipend delays and onboarding (Stipend Inquiries).
  
• Process Smartlink data change requests, including updates to personal profiles.
  
• Provide technical support for the Funda App, including login issues and system functionality concerns.
  
• Resolve issues raised by unhappy franchisees or parents with professionalism and empathy.
  
• Manage general complaints from both internal and external stakeholders.
  
• Address communication-related issues, especially SMS concerns or messages not received across the network.
  
• Handle potential franchise/parent inquiries regarding SmartStart programs, including follow-ups.
  
  

Requirements

Key Person Specifications

Competencies & Skills


Excellent verbal and written communication skills.

Strong problem-solving and conflict resolution abilities.

Ability to multitask in a fast-paced environment.

Customer-focused mindset with a positive attitude.

Proficiency in Microsoft Office and CRM systems.

Adaptability and willingness to learn.

Requirements
Previous call centre or customer service experience is an advantage.

Ability to work flexible hours, including weekends.

Fluency in multiple languages is beneficial.