Overview
Call Center Customer Service Representative Jobs in Antananarivo, Analamanga, Madagascar at Aceolution
Title: Call Center Customer Service Representative
Company: Aceolution
Location: Antananarivo, Analamanga, Madagascar
Customer Service Agent
Location: Antananarivo, Madagascar (On-site)
Employment Type: Full-Time
Designation: Customer Service Agent
We are looking for motivated and customer-focused Customer Service Agents to join our growing Contact Center team. In this role, you will provide high-quality support to customers through voice interactions, ensuring a positive customer experience and timely resolution of inquiries.
🎯 Role Overview
To deliver high-quality customer support through voice interactions by handling inbound and outbound calls, resolving customer queries efficiently, and ensuring a consistent customer experience aligned with service and quality standards.
🧩 Key Responsibilities
• Handle inbound and outbound customer calls professionally and efficiently
• Resolve customer queries, complaints, and requests within defined service levels
• Provide accurate information and solutions during customer interactions
• Escalate unresolved issues to relevant internal teams as per process guidelines
• Document call details and resolutions accurately in CRM / ticketing systems
• Maintain compliance with quality, security, and process standards
• Follow schedule adherence and productivity expectations
• Meet individual and team performance targets
• Participate in process training and continuous improvement activities
📊 Contact Center Metrics Knowledge
Familiarity with key contact center performance metrics such as:
• Average Handling Time (AHT)
• Service Level (SL)
• First Contact Resolution (FCR)
• Quality Scores
• Customer Satisfaction (CSAT)
• Schedule Adherence
• Productivity / Utilization
✅ Required Experience & Skills
• 1–3 years of experience in Contact Center / BPO or Customer Service roles
• Experience supporting voice customer support
• Basic knowledge of CRM tools and computer systems
• Strong communication, problem-solving, and multitasking skills
• Strong customer-focused mindset
🌟 Key Competencies
• Client Centricity
• Execution Excellence
• Accountability & Ownership
• Compliance & Risk Awareness
