Customer Care / Call Centre Representative

About the role

Brites Management Services is hiring a full-time Customer Care / Call Centre Representative. The role covers handling customer calls, processing orders and quotations, supporting sales and retention, and keeping accurate records of customer interactions.

Key responsibilities

• Handle inbound and outbound calls professionally, giving accurate information on products, services and company policies, and resolve issues, escalating complex ones when needed.
• Respond promptly to inquiries, complaints and requests by phone, email or other channels.
• Process orders, quotations, returns and service requests accurately using the CRM/ERP system, and update customer records.
• Follow up on pending requests and support retention through after-sales service and follow-up calls.
• Identify upsell and cross-sell opportunities where appropriate.
• Maintain records of interactions and complaints, prepare daily or weekly reports on call activity and service performance, and comply with data confidentiality requirements.
• Work with sales, logistics and other departments and take part in training programmes.

Required profile

• Diploma or Bachelor's degree in Business Administration, Marketing, Sales, Customer Service or a related field.
• At least two years of experience in a call centre, telesales or customer service role.
• Experience in FMCG, retail, manufacturing or distribution is an added advantage.

Required skills

• Proficiency in Microsoft Office applications.
• Hands-on experience with CRM or ERP systems.
• Excellent verbal and written communication, and strong customer service and relationship management skills.

Applications are made by sending a CV to the company's recruitment team; interviews are held on a rolling basis until the position is filled, and only shortlisted candidates are contacted.