Key Responsibilities:

Handling Outbound and Inbound calls from customers.
Providing information and resolving customers on complaints regarding specific products as well as services.
Selling additional services by recognizing opportunities to up-sell Transferring customer calls with complex queries to appropriate staff.
Recognizing, documenting, and informing the supervisor regarding the trends in internal and external customer calls.
Provide information and advice to customers relating to bus fare, booking procedure, and other inquiries - in a patient and calm manner through all service channels
Interpret and accurately communicate our terms and conditions of service where and when applicable
Assist guest in managing existing reservations/ bookings with reference to rescheduling and re-routing
Enter details of every contact in the system as required, obtain new customers

information and update existing customer details on the CRM
Ensure deliverables are met within ascribed SLA timeframe

Qualifications

First degree from a recognized institution
Previous experience in a Call Center role is highly preferred
Social Media Savvy
Professional writing and reporting Skills
Excellent Customer service skills
Good working knowledge of the CRM systems

Personality requirements/Traits

Result and Service-Oriented (Able to follow through)
Creative problem solving with good eye for details
Ability to efficiently display basic Marketing/Negotiation skills
Ability to multi-task, work to deadline and under pressure