International Call Centre Agents -Incident Management at Mango5

Key Responsibilities:

Customer Interaction & Support:

• Respond to all inbound emails, chats, and calls for company-wide inquiries.
• Connect with a high volume of customers via phone, email, chat, and/or social media.
• Address customer inquiries, incidents, requests for assistance, and payment processing.
• Assist customers with technical issues related to website navigation or mobile applications.
• Resolve and de-escalate customer issues promptly and efficiently.

Database & CRM Maintenance:

• Maintain and update databases with accurate information.
• Continuously update our CRM with detailed customer information and organize data for efficient incident management. 

Collaboration & Escalation:

• Collaborate with cross-functional teams and dispatch service requests or incidents.
• Escalate interactions when necessary and provide feedback on call issues.

Performance Review & Monitoring:

• Meet and exceed daily, weekly, and monthly call KPI benchmarks.
• Continuously monitor personal KPIs and prepare performance tracking updates for management.

Requirements:

• Minimum of 1-2 years of experience in a call center environment or a strong background in customer service and/or retail sales.
• Proven ability to interface with new and existing customers effectively.
• Experience handling dissatisfied clients while staying composed and objective.
• Success in high-volume customer environments.
• Ability to multitask and manage time effectively.
• Ability to work independently with limited supervision.
• Experience turning leads into opportunities and upselling services.
• Proven track record of achieving sales goals.
• Adaptability to a constantly changing and fast-paced environment.
• Strong listening and negotiating skills.
• Excellent verbal and written communication skills.
• Proficiency with computer applications, including Zendesk, HubSpot, SiteLink, and Google Workspace (advantageous).
• Matric
• Clear criminal record