Responsible for responding to incoming calls from new and existing clients addressing their queries and concerns, providing information on Free Zone products and services as well as troubleshooting problems and handling complaints. Moreover this position is responsible for implementing the out bound call programs in support of the business.

Job Responsibilities:

- Responds to client calls professionally, appropriately addressing client inquiries and complaints, ensuring their performance targets are met.

- Strives to handle and resolve client complaints regarding Free Zone products and services and identify priority situations that need to be escalated to the Manager Contact Centre.

- Obtains all relevant data in order to provide Free Zone clients with accurate up to date service and product information as well as correctly address inquires and complaints.

- Ensures client calls are routed where appropriate to Key Accounts or Client relations personnel.

- Follows up on client calls where required to ensure quality customer service is delivered.

- Conducts outbound call programs in support on the business, as directed by the Contact Centre Manager.

- Completes call logs and call reports as necessary and updates them in the database.

- Updates the client database, recording client details, comments, inquiries, complaints, and actions taken.

Job Details

Preferred Candidate

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