A Contact Center Agent handles calls, ensures timely communication, maintains customer satisfaction, supports event registrations, and collaborates with teams to resolve inquiries.

    - Ensure all campaigns and initiatives are contacted in a timely manner.

·        - Receive inbound calls and make outbound calls to address customer inquiries and provide accurate information.

·        - Consistently maintain the quality of inbound and outbound calls.

·        - Utilize computer technology to manage a high volume of calls and maintain detailed records of customer interactions.

·        - Maintain customer satisfaction throughout their journey.

·        - Support events by calling students to remind them and increase event registrations.

·        - Consult with students before the event date to improve the conversion rate.

·        - Work closely with the counselling team to ensure all customer inquiries and concerns are effectively resolved.

·         - Work closely with supervisors and team leads to ensure customer satisfaction.

·         - Perform other tasks as assigned by management.

Skills of Contact Centre Agent:

·         - Positive Attitude: Maintaining an optimistic and professional manner helps build rapport with customers and handle challenges with confidence.

·         - Communication skills: The ability to convey information clearly, actively listen, and adapt tone ensures productive customer interactions.

·         - Interpersonal skills: Building relationships with customers and colleagues enhances teamwork and ensures smooth operations.

·         - Ability to handle pressure: Managing high call volumes and resolving customer concerns efficiently requires patience and resilience under stress.

·         - Adaptability & Open to Change –Being flexible and ready to embrace new processes or technologies.

·         - Attention to Detail – Accurately recording customer interactions and following protocols ensures service consistency and quality.

 Essential requirements:

·         - A university degree (fresh graduates are strongly encouraged to apply)

·         - Good command of English (both written and spoken)

·         - Proficiency in relevant computer applications

·         - Strong organizational skills, communication skills, and problem-solving abilities

·         - Strong commitment to professional integrity and ethical conduct 

·         - Ability to work both independently and as part of a team

·         - Ability to thrive in a cross-cultural environment

·         - Ability to multitask and handle stressful situations effectively

·         - Customer service experience is preferred