Contact Center Agent

About the role

We are seeking a proactive Contact Center Agent to handle inbound and outbound customer interactions across multiple channels. The role focuses on delivering high‑quality service while meeting key performance indicators such as SLA, FCR, AHT and CSAT.

Key responsibilities

• Manage inbound and outbound calls, emails, live‑chat and social‑media inquiries professionally.
• Create and route requests and complaints to the appropriate department.
• Apply first‑contact resolution techniques to reduce repeat contacts.
• Maintain accurate records and documentation of all interactions.
• Escalate critical cases and conduct daily CSI surveys when required.
• Perform basic analysis of customer concerns and provide actionable feedback to operations.
• Participate in sales surveys or marketing campaigns related to company products when requested.

Required profile

• Strong understanding of COPC standards and contact‑center KPIs.
• Excellent written and verbal communication skills.
• Ability to work under pressure while maintaining quality and productivity.
• Detail‑oriented with a focus on accurate data entry and documentation.

Required skills

• Familiarity with IVR systems and digital communication platforms.
• Knowledge of key metrics: SLA, FCR, AHT, CSAT, Quality and Productivity.