Customer Care Agent

About the role

The Customer Care Agent will handle inbound and outbound communications, providing timely and professional assistance to customers across multiple channels.

Key responsibilities

• Manage inbound and outbound calls in a timely and professional manner.
• Respond to customer enquiries via email and live chat.
• Provide accurate information and resolve issues according to company policies.
• Escalate complex cases to relevant departments following established guidelines.
• Record and maintain detailed documentation of customer interactions.
• Assist with administrative and operational tasks assigned by management.
• Achieve individual and team performance targets, including service quality and productivity metrics.
• Address customer concerns and complaints with professionalism and empathy.
• Participate in training sessions and stay updated on process and system changes.

Required profile

• At least 1 year of experience in a customer service or call centre environment.
• Prior experience in government services or the banking industry is an advantage.
• Strong communication and interpersonal skills.
• Ability to multitask and perform efficiently in a fast‑paced environment.
• Basic proficiency in computer systems and customer service tools.
• Positive attitude with a customer‑focused approach and willingness to learn.
• Open to shift work.

Required skills