Customer Experience Agent (Call Center)

About the role

We are looking for a motivated and customer‑oriented Call Center Agent to join our team. The role involves delivering exceptional service, handling inquiries, and resolving issues related to our retail products and services.

Key responsibilities

• Answer incoming calls about product inquiries, order status, returns, and complaints, providing accurate information on products, promotions, and services.
• Assist customers in placing orders and processing returns or exchanges.
• Resolve customer issues and complaints promptly and professionally.
• Maintain detailed records of interactions, transactions, and feedback in the system.
• Collaborate with Service Center, Warehouse, and Sales teams to ensure customer satisfaction.
• 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 updated on company policies, procedures, and product offerings.

Required profile

• BSc/BA in business administration or a relevant diploma.
• 1‑3 years of experience, preferably in a call‑center or retail customer‑service role.
• Excellent verbal and written communication skills.
• Strong problem‑solving abilities and attention to detail.
• Proficiency with computers.

Required skills