Call Center Representative
3 weeks ago
To be a successful Call Center Representative, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.
Responsibilities
* Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
* Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
* Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
* Building lasting relationships with clients and other call centre team members based on trust and reliability.
* Utilizing software, databases, scripts, and tools appropriately.
* Understanding and striving to meet or exceed call centre metrics while providing excellent consistent customer service.
* Making sales or recommendations for products or services that may better suit client needs.
* Taking part in training and other learning opportunities to expand knowledge of company and position.
* Adhering to all company policies and procedures.
Requirements
* High School Diploma or equivalent.
* More education or experience may be preferred.
* Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
* Understanding of company products, services, and policies.
* Proficiency with computers, especially with CRM software, and strong typing skills.
* Ability to ask prying questions and diffuse tense situations.
* Strong time management and decision making skills.
* Adaptability and accountability.
* Fluency in multiple languages may be desired.
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