International Contact Center Representative

About the role

Join African Business Process Outsourcing Limited as an International Contact Center Representative, providing professional support to customers across North America and the USA. You will handle inbound and outbound calls, resolve issues, and contribute to sales targets while maintaining high service standards.

Key responsibilities

• Handle inbound and outbound customer service calls with professionalism and empathy.
• Serve as the primary point of contact for international customers, aiming for first‑contact resolution.
• Execute proactive outbound sales and marketing campaigns targeting North American customers.
• Identify cross‑selling and upselling opportunities to meet revenue goals.
• Research, resolve, and document customer complaints, product queries, and technical issues.
• Escalate complex cases with full documentation and follow up to ensure satisfaction.
• Maintain expert knowledge of ABPO products, services, shipping procedures, and regional promotions.
• Log all interactions accurately in the designated CRM system in real time.
• Adapt communication styles to bridge cultural gaps and ensure seamless experiences.
• Adhere to company quality standards, call scripts, and compliance requirements.

Required profile

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field (HND with relevant experience considered).
• 1‑3 years of experience in a call centre, customer service, or a customer‑facing role.
• Strong written and verbal communication skills in English.
• Ability to work in a fast‑paced, multicultural environment.

Required skills

• CRM system usage