Call Center Agent

A Call Center Agent is responsible for handling inbound and/or outbound customer interactions through phone calls, emails, or chat. The agent serves as the first point of contact, addressing inquiries, resolving issues, and delivering exceptional service in alignment with company standards and customer satisfaction goals.

Key Responsibilities:
Answer inbound calls and respond to customer inquiries in a professional and courteous manner.

Make outbound calls as required for follow-ups, surveys, or promotions.

Provide accurate information regarding products, services, policies, and procedures.

Resolve customer complaints or issues efficiently and escalate complex cases when necessary.

Maintain detailed and accurate records of all interactions using the company’s CRM or ticketing system.

Meet or exceed performance metrics, including call quality, response time, and customer satisfaction.

Stay up-to-date with product knowledge, process changes, and service protocols.

Follow call scripts, guidelines, and quality standards as set by the company.

Qualifications:
High school diploma or equivalent; additional education is a plus.

Previous customer service or call center experience is preferred but not required.

Excellent communication and listening skills.

Strong problem-solving abilities and attention to detail.

Ability to remain calm and professional in high-pressure situations.

Proficient in using computers and customer management software.

Flexible with work schedule, including weekends, holidays, or shifts as needed.

Key Competencies:
Customer Focus

Communication Skills

Patience and Empathy

Technical Proficiency

Adaptability

Time Management

Teamwork