Call Centre Agent at Lead Enterprise Support Company Limited

Job Description

An established Health Maintenance Organization is seeking an experienced Call Centre Agent to handle inbound and outbound customer interactions. The role involves delivering high-quality customer support, resolving enquiries efficiently, and ensuring excellent service delivery in line with organizational KPIs. The ideal candidate must have prior experience within the HMO or insurance sector and demonstrate strong communication and problem-solving skills.

Key Responsibilities

• Handle inbound and outbound customer calls, providing accurate and timely responses to enquiries and complaints.
• De-escalate dissatisfied customer situations with professionalism, patience, and empathy.
• Inform clients about new products, services, policies, and updates.
• Guide callers through troubleshooting processes, website navigation, and service usage.
• Escalate unresolved complaints to the appropriate complaints team or management.
• Collaborate with other call centre team members to improve service quality and customer satisfaction.
• Meet assigned KPIs related to call volume, response time, and service levels.

Requirements and Qualifications

• Undergraduate qualification.
• Minimum of 4 years’ experience in a customer service role within an HMO or insurance organization.
• Strong verbal and written communication skills.
• Excellent active listening, interpersonal, and rapport-building abilities.
• Patient, empathetic, and customer-focused attitude.
• Ability to work under pressure, multitask effectively, and manage time efficiently.
• Computer literacy and familiarity with multi-line or complex phone systems.
• Adaptability to fast-paced work environments and strict service standards.

How to Apply
Interested and qualified candidates should send their CVs using Call Centre Agent as the subject of the email.