Call Center Agent (225-806)

As a Call Center Agent, you will be the primary point of contact between our company and our customers. Your role is crucial in maintaining customer satisfaction by providing timely and efficient resolutions to their inquiries, complaints, and technical issues. With a customer-centric mindset, you are expected to manage a high volume of calls, offering solutions, and effectively communicating product or service information to meet customer needs. Technical proficiency, excellent communication skills, and a proactive approach are essential to thrive in this role. Joining our team as a Call Center Agent means you will have the opportunity to work in a dynamic environment where you can grow your skills and contribute to our goal of delivering exceptional customer service.

Responsibilities

• Respond efficiently to inbound customer calls and inquiries daily.
• Resolve customer complaints with patience and professionalism, using available resources.
• Identify customer needs and provide appropriate solutions and alternatives.
• Maintain an organized record of all customer interactions and transactions in the system.
• Communicate effectively with customers to ensure clarity in understanding and instructions.
• Follow communication scripts and standard operating procedures as instructed.
• Collaborate with other team members to resolve complex customer issues swiftly.
• Stay updated with product, service, and policy changes to inform customers accurately.
• Upsell products and services according to customer needs and company goals.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Ensure customer satisfaction by providing accurate information and timely follow-ups.
• Participate in training and workshops to enhance product knowledge and service delivery.

Requirements

• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening capabilities.
• Familiarity with CRM systems and practices is an advantage.
• Customer-focused and able to adapt/respond to different types of characters.
• Excellent communication and presentation skills, both verbal and written.
• Ability to multi-task, prioritize, and manage time effectively for high productivity.
• High school diploma or equivalent; a college degree is preferred.