Call Center Agent (225-1009)

As a Call Center Agent, you will be the front-line communicator and representative for our company, interacting directly with customers over the phone. Your primary goal is to provide an excellent customer experience, handling inquiries, resolving issues, and efficiently managing calls. You should possess great communication skills, empathy, and patience to assist with customer questions or concerns effectively. You’ll play a vital role in maintaining customer satisfaction, fostering positive relationships, and promoting the company's products or services. This position requires a detail-oriented mindset, the ability to stay calm under pressure, and a keen sense of problem-solving to address customer needs swiftly and accurately. This career is perfect for someone who thrives in a fast-paced environment, enjoys helping people, and possesses the technical skill to navigate multiple systems simultaneously.

Responsibilities

• Handle inbound and outbound calls, providing accurate information to customers.
• Identify and assess customers’ needs to achieve satisfaction and resolve issues.
• Provide accurate, valid, and complete information using the right methods.
• Build sustainable relationships of trust through open and interactive communication.
• Respond promptly to customer inquiries and deliver effective solutions.
• Keep records of customer interactions, transactions, comments and actions taken.
• Meet personal/team qualitative and quantitative targets effectively.
• Handle complaints, provide appropriate solutions and alternatives timely.
• Follow communication procedures, guidelines, and policies as outlined.
• Provide product and service information to improve customer satisfaction.
• Identify trends in customer feedback and suggest areas for process improvement.
• Collaborate with team members and other departments to resolve complex issues.

Requirements

• High school diploma or equivalent; further education is a plus.
• Previous experience in a customer support role is advantageous.
• Strong phone contact handling skills and active listening abilities.
• Customer orientation and ability to adapt/respond to different personality types.
• Excellent verbal and written communication skills are essential.
• Ability to multi-task, prioritize, and manage time effectively.
• Proficiency with computers and familiarity with customer CRM systems.