Job Summary
We are looking for experienced and customer-focused Call Centre Representatives to join the iRecharge team.
The successful candidates will be responsible for handling inbound and outbound customer interactions, resolving customer issues, providing accurate information, and ensuring a positive customer experience across all communication channels.
This role requires candidates who are comfortable working both morning and night shifts and can maintain a high level of professionalism, accuracy, and responsiveness in a fast-paced contact centre environment.
Shift Pattern:
The role operates on a rotating 3-on, 3-off shift schedule:
3 days Morning Shift
3 days Night Shift
3 days Off
The cycle continues on a rotating basis.
Candidates must be willing and available to work both morning and night shifts, including weekends and public holidays when scheduled.
Key Responsibilities
Handle a high volume of inbound and outbound customer calls professionally and efficiently.
Respond to customer enquiries, complaints, and requests while providing accurate and timely resolutions.
Assist customers with account, transaction, payment, product, and service-related enquiries.
Identify customer needs and provide appropriate solutions or escalate issues where necessary.
Maintain a high level of customer service and professionalism during every interaction.
Follow established call centre scripts, procedures, escalation processes, and service standards.
Accurately document customer interactions, complaints, resolutions, and follow-up actions in the relevant CRM or support system.
Escalate unresolved or technical issues to the appropriate team while ensuring proper follow-up.
Handle difficult or dissatisfied customers calmly and professionally.
Protect customer information and maintain confidentiality at all times.
Meet assigned customer service, quality, productivity, and response-time targets.
Work effectively during both morning and night shifts.
Collaborate with other departments to resolve customer issues and improve the overall customer experience.
Keep up to date with iRecharge products, services, processes, and policies.
Provide feedback on recurring customer complaints and service issues to help improve processes.
Perform other customer service-related duties as assigned.
Requirements
Minimum of 2 years'' experience in a call centre, contact centre, customer service, or customer support role.
Previous experience working in an organisation with a structured and established call/contact centre operation is strongly preferred. telecommunications companies, or similar organisations are encouraged to apply.
Experience handling a high volume of customer interactions is highly desirable.
Excellent verbal and written communication skills.
Strong listening and problem-solving abilities.
Good telephone etiquette and customer service skills.
Ability to remain calm and professional when dealing with difficult customers.
Good computer literacy and ability to work with CRM, ticketing, call centre, or customer support systems.
Ability to multitask and work effectively in a fast-paced environment.
Strong attention to detail and accuracy.
Ability to follow procedures and escalation protocols.
Must be willing to work morning and night shifts on a rotating schedule.
Must be willing to work weekends and public holidays when scheduled.
Preferred Candidate Profile:
We are particularly interested in candidates who have worked inestablished call centre/contact centre environments where they handled a significant volume of customer interactions and worked with structured customer service processes.
Experience in telecommunications, banking, fintech, digital payments, e-commerce, logistics, or other high-volume customer-facing environments will be an added advantage.
Key Competencies:
Customer Service Excellence
Effective Communication
Active Listening
Problem Solving
Patience and Emotional Intelligence
Conflict Resolution
Attention to Detail
Multitasking
Teamwork
Adaptability
Time Management
Ability to Work Under Pressure.