Calling Agent - Contact Centre / Voice of Customer (VOC)

Job description

Role Overview We are looking for customer-centric, communicative, and detail-oriented Calling Agents to join our Customer Experience team. In this role, you will be the direct voice of our brand, handling inbound/outbound customer interactions, gathering Voice of Customer (VOC) feedback, and resolving inquiries efficiently. You will work closely with CX leadership to identify recurring friction points, reduce repeat contacts, and elevate overall customer satisfaction. Role & responsibilities • Customer Interaction Management: Answer inbound calls, make outbound follow-up calls, and handle tickets while maintaining a high standard of professionalism and empathy. • Problem Resolution: Active listening to understand customer issues, execute troubleshooting steps, and strive for First Contact Resolution (FCR). • VOC & Feedback Collection: Capture structured customer feedback, survey data, and sentiment insights during calls to support continuous process improvements. • Data Logging & CRM Updates: Document contact details, resolution details, and escalation triggers accurately in CRM systems (e.g., Ameyo, Kapture, or internal tools). • Process Adherence: Follow operational workflows, escalation matrices, quality parameters, and communication guidelines to maintain high CSAT and SLA standards. • Cross-Functional Escalation: Route complex or unresolved complaints to tier-2 teams or product/operations leads while tracking tickets to full closure. Preferred candidate profile • Experience: 0 to 2 years of relevant experience in a call center, customer support, or VOC role. Fresh graduates with strong communication skills are encouraged to apply. • Education: Bachelor's degree or equivalent in any discipline. • Communication Skills: Excellent verbal and written communication in English; ability to de-escalate customer friction with patience. • Technical Proficiency: Basic knowledge of handling CRM tools, ticketing systems, and standard computer applications (Microsoft Excel / Google Sheets). • Problem-Solving Mindset: Good analytical ability to diagnose customer issues and identify underlying contact patterns. • Flexibility: Willingness to work in structured operational shifts and handle varying call volumes.