Job Purpose

The Call Center Agent is responsible for handling inbound and outbound customer communications related to retail sales, product inquiries, orders, deliveries, warranties, and after-sales support. The role ensures high levels of customer satisfaction while supporting both retail customers and business clients served through the company’s distribution operations.

Key Responsibilities

Customer Interaction & Support

• Answer inbound calls, emails, chats, and other communication channels professionally and promptly.
• Provide accurate information about products, features, pricing, promotions, and availability.
• Assist customers with order placement, tracking, cancellations, and returns.
• Resolve customer complaints and service issues efficiently, ensuring a positive customer experience.
• Escalate complex technical or service issues to the relevant department when necessary.

Order & Service Coordination

• Coordinate with retail stores, warehouses, logistics, and service centers to follow up on orders, deliveries, and repairs.
• Support warranty claims, service appointments, and product exchanges.
• Provide updates to customers regarding order status, repair timelines, or stock availability.

Distributor & B2B Support

• Respond to inquiries from business customers, dealers, and partners regarding product availability, bulk orders, and delivery schedules.
• Assist internal sales and distribution teams by sharing customer feedback and service updates.
• Maintain accurate communication records related to distributor and retail transactions.

Documentation & Systems

• Record all customer interactions accurately in the CRM or call management system.
• Maintain updated knowledge of products, policies, procedures, and service standards.
• Generate or support reports on call volume, common issues, and service performance.

Quality & Performance

• Meet call handling targets, response time standards, and customer satisfaction KPIs.
• Follow call scripts, service protocols, and company policies.
• Continuously improve product knowledge and communication skills.

Skills

Qualifications & Experience

• Diploma or bachelor’s degree in business administration, communications, or a related field (preferred).
• Previous experience in a call center, customer service, or retail environment (electronics experience is an advantage).
• Experience handling high call volumes and resolving customer issues.

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong customer service orientation and problem-solving ability.
• Ability to handle difficult customers professionally and calmly.
• Good multitasking and time management skills.
• Basic technical understanding of consumer electronics (preferred).
• Proficiency in CRM systems and standard office software.