Customer Experience Agent (Call Center)

About the role

We are looking for a motivated, customer‑oriented individual to join our call centre team. You will be the first point of contact for customers, helping them with product inquiries, order status, returns, and any issues they encounter.

Key responsibilities

• Answer inbound calls and provide accurate information on products, promotions, and services.
• Assist customers in placing orders, processing returns or exchanges, and tracking shipments.
• Resolve complaints and issues promptly while maintaining a professional tone.
• Record all interactions, transactions, and feedback in the company system.
• Collaborate with Service Center, Warehouse, Sales and other departments to ensure seamless customer experiences.
• Follow up with customers to confirm issue resolution and satisfaction.
• Meet or exceed performance metrics such as call handling time, satisfaction scores, and resolution rates.
• Stay up‑to‑date on company policies, procedures, and product offerings.

Required profile

• BSc/BA in Business Administration or a related diploma.
• 1‑3 years of experience in a call centre or customer service role, preferably in retail.
• Excellent verbal and written communication skills.
• Strong problem‑solving abilities and attention to detail.

Required skills