Job Summary

We are searching for a polite, professional call center representative to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The call center representative may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. Call center representatives use their knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems. They speak with customers, listen to them gain a better understanding of their needs, and offer possible solutions.

To be a successful call center representative, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

Job Functions

•  Managing large amounts of inbound and outbound calls in a timely manner
•  Following call center “scripts” when handling different topics
•  Identifying customers’ needs, clarify information, research every issue and providing solutions
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.

Qualification Required & Experience

•  Diploma
•  Track record of over-achieving quota.
•  Strong phone and verbal communication skills along with active listening.
•  Familiarity with CRM systems and practices.
•  Customer focus and adaptability to different personality types
•  Ability to multi-task, set priorities and manage time effectively
•  High school degree