Job Title: Call Center Representative
Department: Customer Service
Reports to: Call Center Manager
Job Summary:
We are seeking a dedicated and customer-focused Call Center Representative to handle
inbound and outbound customer service inquiries. The successful candidate will manage a
high volume of calls, provide product and service information, resolve customer issues, and
ensure customer satisfaction.
Key Responsibilities:
• Handle inbound and outbound calls professionally and efficiently.
• Answer customer inquiries and provide accurate, relevant information regarding
products and services.
• Assist customers with troubleshooting issues and resolving complaints in a timely
manner.
• Record details of customer interactions, transactions, and actions taken in the CRM
system.
• Escalate complex or unresolved issues to the appropriate departments.
• Follow up with customers to ensure their issues have been resolved to their
satisfaction.
• Maintain customer confidentiality and adhere to data protection policies.
• Meet or exceed performance metrics, including call handling time, customer
satisfaction scores, and issue resolution.
• Stay updated on product knowledge, new services, and customer service
procedures.
• Participate in training and coaching sessions to improve service delivery.
Qualifications:
• High school diploma or equivalent (required); Bachelor’s degree (preferred).
• Previous experience in a call center or customer service role is a plus.
• Strong communication skills, both verbal and written.
• Ability to manage multiple tasks and work in a fast-paced environment.
• Problem-solving skills with a customer-first mindset.
• Familiarity with CRM systems and basic computer skills.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Ability to stay calm under pressure and maintain a positive attitude.
Working Conditions:
• This role may require sitting for extended periods and working in a noisy
environment.
• Occasional overtime may be required depending on call volume