Consumer Care Representative

About the role

Systems Limited is seeking a motivated Consumer Care Representative to join its Engagement Centre. In this role you will interact with retailers and end‑consumers across phone, email and chat, providing timely assistance on product information, campaigns, surveys and issue resolution.

Key responsibilities

• Handle inbound and outbound consumer inquiries, complaints and feedback via multiple channels.
• Diagnose issues, provide solutions, and escalate complex cases to the appropriate department.
• Maintain up‑to‑date consumer records and ensure accurate documentation of all interactions.
• Execute daily survey calls and record results in the relevant databases.
• Process orders, returns and exchanges efficiently.
• Achieve personal and team performance metrics such as call handling time, satisfaction scores and KPI targets.
• Participate in continuous improvement and training activities.

Required profile

• Minimum 1 year of contact‑centre experience, preferably with inbound and outbound consumer service.
• Strong communication skills in English with a neutral accent.
• Customer‑service oriented with the ability to multitask across phone, email and chat.
• Basic technical troubleshooting ability and a proactive, empathetic attitude.

Required skills

• Experience with Hubspot, Gensys or similar CRM platforms.
• Intermediate proficiency in Microsoft Excel.