Call Center Agent 07J26

The Call Center Agent plays a crucial role in a company's customer service operations, acting as the primary point of contact for clients. They are responsible for managing a large volume of inbound and sometimes outbound calls in a timely manner. This role requires a combination of active listening skills, effective communication abilities, patience, and problem-solving skills to address customer concerns efficiently. Call Center Agents are expected to uphold the company’s reputation by providing exceptional customer service experiences, ensuring customer satisfaction, and maintaining a high level of professionalism in every interaction. Success in this role requires expertise in handling inquiries, processing requests, providing information, and resolving issues across a variety of channels including phone and email.

Responsibilities

• Manage and resolve customer inquiries through phone calls with professionalism.
• Maintain accurate records of customer interactions, feedback, and details of action taken.
• Identify and assess customer needs to achieve satisfaction and deliver quality service.
• Assist customers with questions regarding products and services in a timely manner.
• Provide information about company offerings, updates, and promotions clearly and accurately.
• Escalate unresolved issues to the appropriate internal teams for further investigation.
• Follow communication procedures, guidelines, and policies as set by the company.
• Keep updated with product information, policies, and industry changes to support customers effectively.
• Utilize customer feedback to improve service standards and enhance the customer experience.
• Achieve individual and team call handling goals and performance metrics consistently.
• Engage customers in conversations to promote products or follow up on recent purchases.
• Collaborate with team members to improve the overall performance and client satisfaction rate.

Requirements

• High school diploma or equivalent; a college degree is considered advantageous.
• Demonstrated customer service experience, preferably in a call center environment.
• Excellent verbal communication skills and a pleasant phone manner are essential.
• Strong problem-solving capabilities and ability to handle difficult situations calmly.
• Proficient in using computer software, especially CRM systems and contact center software.
• Ability to manage time effectively and prioritize tasks while maintaining composure.
• Willingness to work in shifts, including nights, weekends, and public holidays as needed.