Call Center Customer Service Representative

About the role

We are seeking motivated, customer‑focused individuals to join our growing contact centre in Antananarivo. As a Customer Service Representative you will handle inbound and outbound voice calls, delivering timely and accurate assistance while ensuring a positive experience for every caller.

Key responsibilities

• Answer inbound calls and initiate outbound calls in a professional manner.
• Resolve customer inquiries, complaints and requests within defined service levels.
• Provide accurate information and solutions during each interaction.
• Escalate unresolved issues to the appropriate internal teams following established procedures.
• Document call details and resolutions accurately in the CRM or ticketing system.
• Adhere to quality, security and process standards, including schedule adherence and productivity targets.
• Meet individual and team performance metrics such as AHT, SL, FCR, CSAT and quality scores.
• Participate in ongoing training and continuous‑improvement initiatives.

Required profile

• 1–3 years of experience in a contact‑center, BPO or customer‑service environment.
• Demonstrated ability to handle voice‑based customer support.
• Strong communication, problem‑solving and multitasking abilities.
• Customer‑centric mindset with a focus on delivering high‑quality service.

Required skills