Call Center Representative (225-1013)

A Call Center Representative plays a crucial role in managing communication between customers and the company. This position is responsible for interacting with clients over the phone or through other communication channels to provide information about products and services, resolve issues, and ensure customer satisfaction. Call Center Representatives must be able to handle a high volume of calls, maintain a positive attitude, and develop a comprehensive understanding of the company's offerings to effectively assist customers. They are the frontline support team for customers, often addressing inquiries, processing orders, answering billing questions, and managing complaints. The role requires excellent communication skills, problem-solving abilities, and patience to handle a diverse range of customer interactions efficiently.

Responsibilities

• Answer incoming calls and respond to customer queries in a professional manner.
• Provide accurate information regarding services, products, and company policies.
• Resolve customer complaints by determining the cause and offering appropriate solutions.
• Manage and update customer accounts with accurate information in the database.
• Conduct follow-up calls to ensure customer issues are resolved satisfactorily.
• Initiate outbound calls to clients to provide proactive customer service.
• Stay updated with product knowledge to inform customers of new items and services.
• Escalate complex issues to senior staff or appropriate departments for resolution.
• Maintain customer satisfaction ratings by providing efficient and friendly service.
• Record details of enquiries, comments, and complaints accurately in call logs.
• Collaborate with team members to improve customer service processes and policies.
• Achieve call center metrics such as call quality, and customer satisfaction scores.

Requirements

• High school diploma or equivalent; further education is a plus.
• Proven experience in a call center or customer service role is preferred.
• Excellent communication skills, both verbal and written, are essential.
• Strong problem-solving skills and ability to handle challenging customers calmly.
• Proficient in using computer systems, databases, and call center software.
• Ability to work in a fast-paced environment and manage time effectively.
• Flexibility to work various shifts including evenings, weekends, and holidays.