Call Center Agent (225-1015)

Join our dynamic team as a Call Center Agent and become the face of our company's customer service operations. In this role, you will be responsible for managing customer inquiries and complaints over the phone, providing solutions, and ensuring customer satisfaction by resolving issues efficiently. As the first point of contact, you will play a vital role in maintaining our company’s reputation by offering support that's not only timely but also empathetic and patient. You will have the opportunity to work in a fast-paced environment, leverage cutting-edge communication tools, and be a part of a supportive team that values collaboration and continuous improvement.

Responsibilities

• Handle a high volume of incoming calls and respond to specified queries professionally.
• Identify and assess customers’ needs to achieve satisfaction promptly.
• Build sustainable relationships and trust with customer accounts through open communication.
• Provide accurate, valid, and comprehensive information by using the right methods or tools.
• Manage customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies meticulously.
• Maintain a positive and professional attitude with customers at all times.
• Collaborate with team members to improve customer service strategies.
• Stay up-to-date with changes in company protocols, products, and services.
• Meet personal/team sales targets and call handling quotas.
• Participate in training and development sessions to improve skills and performance.

Requirements

• Proven customer support experience or experience as a Client Service Representative.
• Strong phone handling skills and active listening capabilities.
• Familiarity with CRM systems and practices is preferred.
• Customer orientation and the ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills, both verbal and written.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• High school diploma or equivalent; college degree preferred.