Call Center Representative 18N25

A Call Center Representative plays a critical role in ensuring exceptional customer service by handling inbound and outbound calls while resolving customer queries, complaints, and providing vital information about products and services. These professionals are the voice of the company, serving as the first point of contact for customers. They must possess excellent communication skills, patience, and the ability to manage and de-escalate challenging situations efficiently. Other essential traits include multitasking, strong problem-solving abilities, and the capability to navigate various computer systems to address customer needs promptly. This role demands an individual who can work under pressure, maintain a positive demeanor, and contribute to a team's overall performance objectives.

Responsibilities

• Manage large volumes of inbound and outbound calls in a timely manner.
• Follow communication scripts when handling different topics and inquiries.
• Identify customers' needs, clarify information, and provide appropriate solutions.
• Build sustainable relationships and engage customers by taking the extra mile.
• Meet personal and team qualitative and quantitative targets consistently.
• Keep records of all conversations in our call center database effectively.
• Resolve customer complaints to ensure customer satisfaction and retention.
• Inform customers about new products and services for enhanced engagement.
• Contribute to team effort by accomplishing related results as needed.
• Gather customer feedback and share with management for process improvement.
• Utilize excellent communication skills to provide accurate and timely solutions.
• Stay informed about industry developments to effectively assist customers.

Requirements

• Proven customer support experience or experience as a Call Center Representative.
• Strong phone and verbal communication skills and active listening capabilities.
• Ability to handle upset customers and resolve conflicts effectively and professionally.
• Familiarity with CRM systems and practices for seamless customer management.
• Customer orientation and ability to adapt/respond to different personality types.
• Excellent multitasking skills to manage multiple customer contacts efficiently.
• High school degree or equivalent; additional qualifications a plus but not essential.