Overview
Call center agent Jobs in Maputo, Cidade de Maputo, Mozambique at SWATX
Title: Call center agent
Company: SWATX
Location: Maputo, Cidade de Maputo, Mozambique
Customer Support: Managing incoming calls, addressing customer inquiries, and providing accurate information regarding products and services. The agent should listen to customers actively and offer solutions based on their needs.
Issue Resolution: Identifying and resolving customer complaints efficiently and effectively while maintaining a positive customer experience.
Data Entry and Documentation: Recording and documenting interactions accurately in the customer relationship management (CRM) system for follow-up and quality assurance purposes.
Product Knowledge: Maintaining up-to-date knowledge of product offerings, policies, and procedures to provide accurate and relevant support to customers.
Collaboration: Working with team members and other departments to ensure seamless service delivery and escalate issues as needed to ensure customer satisfaction.
Performance Metrics: Meeting or exceeding daily, weekly, and monthly performance goals and targets related to calls handled, customer satisfaction, and first call resolution rates.
Requirements
High school diploma or equivalent is required; a degree in a related field is a plus
Prior experience in a customer service or call center role is preferred
Strong communication skills, both verbal and written
Ability to handle stressful situations and manage customer expectations effectively
Proficient in using computer systems and CRM software
Fluency in Arabic is preferred; knowledge of English is an advantage
