Call Center Representative

Infoline - سلطنة عمان - Masqaţ

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

تاريخ النشر: ٤ أكتوبر ٢٠٢٤
الناشر: LinkedIn
تاريخ النشر: ٤ أكتوبر ٢٠٢٤
الناشر: LinkedIn