Call Center Agent (225-730)

The Call Center Agent is an integral part of the customer service ecosystem, responsible for managing large volumes of inbound and outbound calls in a timely manner. Working from a curated script, the agent offers information, resolves issues, and ensures customer satisfaction by delivering high-quality service. This role requires excellent communication skills, strong problem-solving abilities, and a high level of patience to handle challenging customer interactions. The Call Center Agent acts as the primary point of contact between the customer and the company, making it crucial for them to present a positive and professional image. They play a key role in expanding customer relationships and maintaining the company's reputation for quality service.

Responsibilities

• Answer and manage incoming calls from customers in a timely manner.
• Follow communication scripts and guidelines during customer interactions.
• Identify customers’ needs, clarify information, and research options to provide solutions.
• Build sustainable relationships and engage customers by going the extra mile.
• Keep records of all conversations in the call center database comprehensively.
• Resolve customer complaints by determining the cause of the problem and providing suitable solutions.
• Upsell company products or services by recognizing potential sales opportunities.
• Assist in training new team members by mentoring and offering guidance.
• Meet personal/team call handling quotas and quality performance targets.
• Communicate any critical issues or feedback to the supervisor or management team.
• Stay informed about company products, services, and policies to provide accurate information.
• Engage in continuous learning and development activities to maintain professional growth.

Requirements

• High school diploma or equivalent is required for this position.
• Proven customer support experience or call center experience is preferred.
• Strong phone handling skills and active listening abilities are essential.
• Familiarity with CRM systems and practices would be advantageous for applicants.
• Excellent communication and presentation skills are necessary for this role.
• Customer orientation and ability to adapt/respond to different types of customers.
• Strong problem-solving skills with the capacity to work under pressure and multitask.