Contact Center Agent

About the role

The Contact Center Agent will handle customer inquiries through chat and recorded calls, ensuring timely and accurate responses. You will work to resolve issues on first contact or appropriately escalate them, while adhering to service standards and objectives.

Key responsibilities

• Respond to general customer queries via chat and recorded calls.
• Resolve issues directly or escalate to the relevant department when necessary.
• Record all customer interactions and details using the SM case management system.
• Maintain compliance with SLA response times for instant messages.
• Identify and maximize cross‑selling opportunities.
• Properly close, classify, and log all messages and cases.
• Ensure outbound calls are recorded in the recorder system.

Required profile

• Strong communication skills with the ability to understand and address customer needs.
• Attention to detail for accurate case documentation.
• Ability to work under defined service level agreements.
• Proactive attitude toward informing customers about products and services.

Required skills

• Familiarity with chat and call handling platforms.
• Experience using case management systems (e.g., SM cases).
• Basic knowledge of recording systems for outbound calls.