Customer Experience Agent

Are you an experienced contact centre professional who thrives in a fast-paced, target-driven environment? We’re looking for Customer Experience Agents to join our dynamic team, where you’ll handle a high volume of inbound and outbound calls from existing clients. Your ability to stay calm under pressure, communicate effectively, and deliver exceptional service will be key to your success in this role.

Key Responsibilities

• Manage inbound and outbound client calls, ensuring each interaction reflects FMI’s commitment to quality, professionalism, and care.

• Handle high call volumes with accuracy and efficiency, maintaining focus on both customer satisfaction and performance targets.

• Build and maintain strong client relationships by listening, understanding needs, and providing tailored solutions.

• Engage in outbound calls to existing clients to provide updates, resolve queries, and identify opportunities for cross-selling and up-selling.

• Work collaboratively within a high-performing contact centre team, contributing to shared goals and celebrating collective success.

• Remain composed and proactive in challenging situations, ensuring a positive customer experience even under pressure.

• Follow established processes, compliance standards, and reporting requirements to ensure consistent service delivery.

• Participate fully in comprehensive training and continuous learning to stay up to date with products, systems, and best practices.