Call Center Representative

A Call Center Representative takes inbound and makes outbound calls with customers. Their duties include responding to questions and concerns about products or services their company offers.

Call center customer service representatives are expected to use their product, company, and legislative knowledge to assist customers and potential customers with queries either via telephone or online. They will communicate with customers, understand their queries, and offer the best possible resolution.

Call Centre Representative will handle calls from customers and provide support to them in any way possible. You will be required to work in a time-bound environment and ensure that customer service is provided to its best quality. You are responsible for meeting personal and team targets as well as our customer satisfaction.

Roles and Responsibilities:

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets