Call Centre Agent
MTN
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Identified upselling opportunities to increase revenue generation.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
