Call Center Agent 26J25

As a Call Center Agent, you will be the first point of contact for our clients, providing excellent customer service and support. Your role is pivotal in creating a positive impression of our company and ensuring customer satisfaction. You will handle a variety of calls, addressing customer inquiries, resolving issues, and providing information about our products and services. With ongoing training and support, you will be equipped to handle even the most challenging situations with professionalism and efficiency. If you have a passion for helping people and possess excellent communication skills, this is the perfect role for you. Join our dynamic team and contribute to creating a positive customer experience.

Responsibilities

• Answer incoming calls promptly and courteously, providing first contact resolution.
• Identify and assess customers’ needs to achieve satisfaction and meet quality standards.
• Provide accurate, valid, and complete information to callers using the right methods and tools.
• Handle customer complaints, provide appropriate solutions, and ensure resolution within specified time limits.
• Follow communication procedures, guidelines, and policies to enhance customer experience.
• Keep detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
• Consistently meet qualitative and quantitative performance metrics set by the management team.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Identify potential sales and cross-sell products/services when they align with customer needs.
• Maintain a calm and empathetic demeanor when dealing with challenging or irate customers.
• Collaborate with team members to ensure a consistent and high-quality customer experience.
• Participate in training sessions and workshops to enhance personal skills and knowledge.

Requirements

• High school diploma or equivalent; further education is a plus.
• Proven experience as a call center agent or customer service representative.
• Strong phone handling skills and active listening capabilities.
• Familiarity with CRM systems and practices is preferable.
• Excellent communication and presentation skills, both verbal and written.
• Customer orientation and ability to adapt/respond to different types of characters.
• Strong problem-solving skills and the ability to think on your feet.