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.
What We Offer
- Structured shift schedule
- Professional and collaborative work environment
- Opportunities for career growth and development
- Exposure to fintech and digital payment solutions
- Employee benefits in line with company policy.
Application Closing Date
31st December, 2026.
Interested and qualified candidates should send their CV to: recruitments@istrategytech.com using the job title as the subject of the mail.
