CONTACT CENTER REPRESENTATIVE (AXESS LIMITED)

We are seeking an experienced and dynamic Contact Center Representative who must handle both incoming and outgoing calls, providing assistance to customers, and ensuring customer satisfaction.

RESPONSIBILITIES AND DUTIES

• Handle all incoming calls politely, in a customer-friendly manner with the appropriate set phone greeting.
• Engage with customers via live chat, email, and chatbot-assisted interactions, ensuring quick and accurate responses.
• Monitor chatbot conversations and intervene when necessary to provide a human touch.
• Screen customer request properly and transfer to relevant personnel.
• Assist customers in navigating self-service tools and digital platforms.
• Identify FAQs and collaborate with the digital team to improve chatbot responses.
• Gather customer feedback on chatbot and digital interactions to optimize responses and enhance automation.
• Train and familiarize yourself with AI-assisted customer support tools to improve efficiency.
• Call customers to inform them about the company’s new products, services and policies.
• Upsell products and services.
• Ensure that all customer interactions, including calls, chats and emails, are logged as per procedures.
• Promptly escalate unresolved issues to the relevant department.
• Produce detailed reports on customer interactions, highlighting trends in digital engagement.

SKILLS 

• Communication skills
• Mathematical skills
• Critical thinking skills
• Decision making skills
• Planning skills
• Analytical/problem solving skills

QUALIFICATION & EXPERIENCE 

• At least SC or equivalent
• At least 2 years of relevant work experience in a customer service role (preferably in automotive industry)
• Experience with live chat, chatbot systems, or digital customer support tools is a plus
• Proficient with computer applications and CRM systems
• Proficient in French and English