Call Centre Agent – Inbound Customer Support

About the role

We are seeking an Inbound Call Centre Agent to deliver first‑time resolution for customer inquiries while adhering to service level agreements and regulatory standards. The role involves handling inbound calls professionally, ensuring a high‑quality experience that reflects positively on the organisation.

Key responsibilities

• Answer inbound calls promptly and provide accurate information to resolve customer queries.
• Follow established SOPs, business rules, and regulatory requirements to meet SLA targets.
• Identify common issues, apply known solutions, and escalate complex cases to the appropriate level.
• Plan and prioritize tasks, maintaining accurate timekeeping and administrative records.
• Ensure compliance with governance, risk, and quality standards throughout all interactions.
• Contribute to continuous improvement by sharing feedback and suggestions.

Required profile

• Strong customer orientation with the ability to build productive relationships.
• Effective communication skills, both verbal and written.
• Ability to work independently while following defined processes and procedures.
• Attention to detail and commitment to maintaining high service standards.

Required skills