Job Description

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We are looking for a call center customer service representative to provide outstanding service to our customers and potential customers. You will be required to answer queries, handle complaints, and troubleshoot problems in a professional and polite manner to ensure effective resolution and customer satisfaction.

The ideal call center customer service representative will be customer-focused, detail orientated, and target driven. You should be polite, accurate, knowledgeable, and able to work well within a team.

Responsibilities:

• Receiving or making a high volume of calls from or to customers.
• Striving to achieve first call resolution and maintain the quality of service provided by the call center.
• Using listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
• Responding efficiently to customers and creating a positive experience.
• Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.
• Joining a team of Call Center Customer Service Representatives and building a positive relationship of teamwork, trust, and excellence.
• Understanding and using the required software, reports, tools, and metrics.
• Transferring and escalating the calls to the appropriate department if needed, such as sales.
• Participating in training and striving to increase and improve existing skills.
• Adhering to all company policies and procedures.

Requirements:

• More education or experience may be preferred.
• Exceptional telephone manner, customer service skills, active listening skills, verbal, and written communication skills.
• Proficiency with computers, especially with regards to CRM software.
• Ability to resolve conflict and diffuse tension.
• Strong time management skills.
• Being able to speak more than one language fluently would be highly advantageous.
• High school diploma or equivalent.

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