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Role Summary

The Call Center Agent is responsible for handling customer calls, managing orders, providing product information, and ensuring professional, timely, and accurate service.

Key Responsibilities

6 working hours from Monday to Sunday, 8:00 am–5:00 pm on a rotational shift
Handle inbound/outbound calls professionally with clear, polite communication.
Use product knowledge, order history, and customer data to guide conversations.
Log all customer interactions accurately in the CRM.
Coordinate dispatch tasks, follow up on unanswered calls, and manage group messages.
Manage objections calmly and provide appropriate solutions.
Confirm orders correctly, including product details, delivery information, and changes.
Document feedback, complaints, and issues; escalate recurring problems to the manager.
Work collaboratively with the team and support new members.
Take ownership of performance and adapt to operational needs.

Key Performance Indicators (KPIs)

· Monthly Sales Target Achievement: Meet or exceed the minimum monthly sales target through outbound and inbound calls.

· Product Sales Performance: Drive sales of slow-moving items, promotional products, and new product launches as directed by management.

· Credit Access Promotion: Promote and facilitate credit access for eligible MSCs to encourage higher sales volume.

· Call Handling Efficiency: Number of calls handled per shift and average call handling time.

· Order Accuracy Rate: Percentage of error-free orders.

· Conversion Rate: Ratio of successful orders to total calls.

· Customer Satisfaction: Quality of customer feedback and complaint resolution.

· Attendance & Punctuality: Adherence to schedule and reliability.

· CRM Documentation Quality: Accuracy and completeness of recorded interactions.

· Follow-Up Compliance: Timely updates on missed deliveries and pending cases.

· Professional Conduct: Evaluation of communication, teamwork, and adherence to standards.

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Call Center Agent

Customer Service & Care

Skills And Expertise

Kality

MAD TECHNOLOGIES PLC