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Contact Center Representative (Axess Limited)

ER Group
Full-time
  • Port Louis
  • Not disclosed
  • Posted Jun 3, 2026
  • Closing 03/07/2026

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Job Description

JOB DESCRIPTION 

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 

  • 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.
  • Ability to work according to work schedule and target dates and times.
  • Ability to anticipate difficult situations and resolve satisfactorily.
  • Ability to effectively communicate information and respond to questions in person-to-person.
  • Ability to compute rate, ratio, and percent and to prepare and interpret bar graphs.
  • Ability to deal with problems.
  • Work according to set schedule + Planning Considerable responsibility with regard to general assignments in planning time, method, manner, and/or sequence of performance of own work.
  • Ability to work under pressure.
  • Performs work operations which permit frequent opportunity for decision-making of minor/major importance.
QUALIFICATIONS AND EXPERIENCE 

  • At least SC or equivalent.
  • At least 2 years of relevant work experience in a customer service role (preferable in automotive industry)