Call Center Agent (225-804)

As a Call Center Agent, you will represent our company by being the first point of contact with our clients. Your main responsibility is to ensure that each customer has a positive and satisfactory experience with our company. You'll handle inquiries, process transactions, and resolve issues to meet customer needs. The role demands excellent communication skills, patience, and the ability to work effectively under pressure. Successful Call Center Agents are patient, empathetic, and passionately communicative. They love to talk and understand the value of good conversation. If you're a customer-focused professional with a passion for providing excellent service, we want you to join our team.

Responsibilities

• Answer incoming calls and respond to customer inquiries promptly and professionally.
• Provide accurate information to customers by using the right methods and tools.
• Handle customer complaints and provide appropriate solutions and alternatives.
• Maintain a high level of product knowledge to effectively assist customers.
• Meet personal/team qualitative and quantitative targets set by management.
• Create a positive customer experience while handling customer inquiries and transactions.
• Record all customer interactions and maintain accurate customer account information.
• Follow communication guidelines and standard operating procedures during interactions.
• Interact with other departments to resolve client issues and improve service delivery.
• Upsell additional services and products when they align with customer needs.
• Identify and escalate complex issues to a supervisor or manager as necessary.
• Participate in training and educational sessions to improve service delivery skills.

Requirements

• High School Diploma or equivalent; further education is a plus.
• Proven customer support experience or experience as a Call Center Agent.
• Strong phone and verbal communication skills along with active listening.
• Ability to multi-task, set priorities, and manage time effectively.
• Familiarity with CRM systems and practices is an advantage.
• Customer orientation and ability to adapt/respond to different types of characters.
• Fluency in English; proficiency in additional languages is beneficial.