Job title: Call centre Officer

Duties and Responsibilities:

Answer telephone, screen and direct calls and consequently relay messages to various departments.
Provide product information and advice customers on various inquiries.
Respond to customer inquiries channelled through email, or social media accounts (Facebook, LinkedIn, Twitter etc)
Prepare Certificate of clearance, letters and other supporting documents as required by customers while adhering to set guidelines.
Updating customer request pending logs and calculation of the response time for all pending requests.
Cross-check disputes’ pending logs and escalate any dispute deviating from the set SLA.
Coordinate and respond to customer requests sent through agents/ACPs.
Any other task that the Management may allocate