You will be the first point of contact for customers seeking assistance, support, or information. Your role is crucial in providing high-quality service and resolving customer inquiries or issues to ensure a positive customer experience.
Key Responsibilities:
Answer inbound calls from customers promptly and professionally, addressing their inquiries, concerns, or requests.
Provide accurate information about products, services, policies, and resolve customer issues or complaints effectively.
Follow communication Scripts and procedures while adapting to each customers unique situation to ensure a personalized experience.
Maintain a high level of professionalism, empathy, and patience in handling customer interactions.
Use CRM software or systems to accurately record customer details, inquiries, and actions taken during the call.
Escalate complex issues or unresolved queries to the appropriate department or supervisor for further assistance.
Meet or exceed established performance metrics, such as call handling time, customer satisfaction ratings, and resolution rates.
Requirements:
Previous experience in a call center, customer service, or a related role is preferred but not mandatory; training may be provided for the right candidate.
Excellent verbal communication skills and active listening skills.
Strong problem-solving abilities and the ability to think quickly and adapt to various situations.
Proficiency in using computers and familiarity with CRM software or call center systems.
Ability to work in a fast-paced environment and handle a high volume of calls while maintaining professionalism.
Flexibility to work in shifts, including evenings, weekends, and holidays.