Call Center Representative (225-1007)

A Call Center Representative plays a pivotal role in maintaining strong customer relationships by providing exceptional service and support. This role involves handling inbound and outbound calls, addressing customer inquiries, resolving issues, and providing product or service-related information. The ideal candidate should possess excellent communication and problem-solving skills, patience, and a strong ability to adapt to various customer situations. As a Call Center Representative, you are the first point of contact for customers and are expected to deliver a high-quality experience that enhances customer satisfaction and loyalty. Success in this role is measured by your ability to handle customer issues effectively, your efficiency in navigating company systems, and your contribution to the overall team performance and company goals.

Responsibilities

• Answer incoming calls and respond to customer’s emails efficiently and accurately.
• Manage and resolve customer complaints in a professional manner.
• Identify and escalate issues to supervisors when necessary for further handling.
• Provide product and service information to customers with detailed explanations.
• Recognize, document, and alert management of trends in customer calls.
• Follow up on customer inquiries not immediately resolved to ensure customer satisfaction.
• Maintain customer records by updating information accurately in the database.
• Handle customer queries on various products and services offered by the company.
• Meet personal and team qualitative and quantitative targets consistently.
• Prepare daily, weekly and monthly reports to analyze performance and customer feedback.
• Use effective questioning skills to confirm the customer needs and provide solutions.
• Participate in team meetings to improve and develop new strategies for the team.

Requirements

• High school diploma or equivalent education required for call center representative position.
• Proven customer support experience with a focus on building customer satisfaction.
• Strong phone contact handling skills and active listening capabilities.
• Proficient with computers and capable of managing multiple software platforms simultaneously.
• Effective written and verbal communication skills for clear and concise communication.
• Ability to multi-task, prioritize, and manage time efficiently in a fast-paced environment.
• Familiarity with CRM systems and practices advantages in handling customer inquiries.