Administrative Support:
Assist in the daily administrative tasks of the call centre.
Maintain and update records, files, and databases.
Handle paperwork related to customer interactions, reports, and performance tracking.
Data Management:
Organize and ensure accuracy of customer data in the CRM system.
Pull reports and provide data insights for the call centre management team.
Track and monitor call performance metrics.
Scheduling & Coordination:
Coordinate meetings and training sessions for the call centre team/distribution team.
Communicate scheduling changes or updates to the team.
Customer Interaction:
Handle customer inquiries via call/emails.
Provide support to customers by escalating concerns or directing them to the right associate.
Compliance & Quality Assurance:
Ensure compliance with company policies and procedures.
Assist in quality checks of customer service calls and reporting issues or improvements to the supervisor.
Skills & Qualifications:
Experience: Administrative or call centre experience preferred.
Technical Skills: Proficient in MS Office, particularly Excel, and experience with CRM or call centre software.
Communication: Strong verbal and written communication skills.
Organizational Skills: Highly organized with attention to detail.
Problem-Solving: Ability to address issues and propose solutions in a timely manner.
Time Management: Efficient in handling multiple tasks and deadlines.
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