Contact Centre Officer at Umba

Job Summary

The primary role of the Contact Centre Officer is to generate leads, close sales over the phone and maintain good customer relationship. The Contact Centre Officer at Umba role includes Identifying customer needs, presenting products and services over the phone as well as dealing with complaints and queries.

The incumbent will also answer all types of incoming calls from prospects /customers – inquiries, complaints, requests. They will use their knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems. They will speak with customers, listen to them gain a better understanding of their needs, and offer possible solutions with the best Customer Experience. You will be working in an environment based on teamwork, respect, performance, and responsibility.

Responsibilities

Contacting potential or existing customers to inform them about our products and services
Seize opportunities to upselling and cross selling UMFB products and closing the sales through the phone
Listening to customer needs to generate repeat sales
Manage large amounts of inbound and outbound calls in a timely manner
Identify customers’ needs, clarify information, research every issue, and provide
solutions and/or alternatives. Manage and updating customer databases with the status of each customer in CRM
Escalate client’s complaints in a timely manner to the appropriate department and follow up to ensure all queries are resolved.
Identify product improvements or new products by remaining current on industry trends, market activities, and competitors
Obtains client information by answering telephone calls; interviewing clients; verifying information by adhering to UMFB communication script guidelines
Determines eligibility by comparing client information to requirements and offering suitable products
Informs clients by explaining procedures; answering questions; providing information
Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures
Continually expand your knowledge of our business in order to accurately answer questions and address client concerns
Meet the set targets
Ensure feedback from the customer to further improve the customer services
Evaluate problems of the customers and provide logical lasting solutions
Analyze data to seize opportunities for calling
Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
Taking part in training and other learning opportunities to expand knowledge of company and position
Follow UMFB standards and guidelines when handling customer queries
Capture Customer details on the CRM both consistently and accurately
Monitoring progress made towards improvement initiatives, with clear timelines and milestones
Reporting on system outage and system upgrade or changes
Reporting on the number of inbound and outbound calls handled daily, weekly, and monthly

Nice to have:

Exceptional telesales skills
Detail oriented and able to meet strict deadlines while maintaining accuracy of work
Able to follow well-defined processes and procedures and guidelines
Have a helpful, friendly, service orientated attitude
Ability to make decisions independently based on established knowledge and procedures
Exceptional communication skills, both written and verbal
Able to remain calm and professional, even with challenging clients
Able to thrive in a fast-paced, high-volume work environment
Good organizational and multi-tasking abilities
Problem-solving skills
Strong phone, email, and verbal communication skills along with active listening
Customer focus and adaptability to different personality types
Ability to multitask, set priorities and manage time effectively

Qualifications & Skills

A degree from a recognized institution
Minimum 2 years’ experience working in contact center/customer service
Proficiency in the use of MS Word, Excel, email, and experience with the Internet
Proficient in English (oral and written)
Familiarity with CRM system and practices