Call Centre Agent

About the role

A customer service team is looking for a Call Centre Agent who will be the first point of contact for customers seeking assistance. The role offers the chance to develop communication and problem-solving skills in a structured, supportive environment, helping ensure every customer interaction is handled professionally and efficiently.

Key responsibilities

• Handle inbound and outbound calls, addressing enquiries, requests and concerns in a timely and professional way
• Record and update customer information and interaction details accurately in the relevant systems
• Identify customer needs and provide suitable solutions, or escalate complex issues to the right teams
• Follow established scripts, guidelines and standard operating procedures to keep service quality and consistency high
• Meet individual and team targets such as call handling time and customer satisfaction
• Work with colleagues and supervisors to improve service delivery
• Keep up to date with product, service and process knowledge

Required profile

• Prior experience in a call centre, customer service or similar frontline role is an advantage; newcomers are welcome to apply
• Strong verbal and written communication skills in English
• Customer-focused approach, staying calm and composed under pressure
• Good listening skills and empathy, with a focus on resolving issues effectively
• Reliable, punctual and able to deliver a consistent standard of service
• Able to work in a fast-paced environment and adapt quickly to changing priorities

Required skills

• Comfortable working with computer systems and navigating multiple applications at once
• English communication skills