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Virtual Call Center

2 months ago

Los Angeles, United States Astute Virtual Solutions Full time
Job DescriptionJob DescriptionOverviewThe Virtual Call Center plays a critical role in providing exceptional customer service through remote channels. This position is essential in maintaining high levels of customer satisfaction and loyalty while representing the organization professionally and effectively.Key Responsibilities
  • Handle incoming calls, emails, and chats from customers professionally and courteously
  • Assist customers with product inquiries, account issues, billing questions, and technical troubles
  • Follow communication scripts and handle objections skilfully
  • Identify and escalate priority issues to the appropriate teams
  • Meet or exceed call quality standards, departmental goals, and performance metrics
  • Utilize CRM software to accurately document customer interactions
  • Keep updated on product knowledge and customer service policies
  • Adhere to virtual call center policies and procedures
  • Provide feedback and suggestions for process improvement
  • Participate in ongoing training and professional development
  • Manage multiple tasks simultaneously while maintaining attention to detail
  • Maintain a positive and professional attitude towards customers and colleagues
  • Adapt to changes in technology, procedures, and team structures
Required Qualifications
  • High school diploma or equivalent; associate's or bachelor's degree preferred
  • Proven experience in a customer service or call center environment
  • Excellent verbal and written communication skills
  • Ability to remain calm and professional under pressure
  • Strong problem-solving and decision-making abilities
  • Ability to adapt to various customer personalities and scenarios
  • Knowledge of CRM systems and call center software
  • Basic computer skills and proficiency in MS Office
  • Exceptional time management and organizational skills
  • Ability to work independently in a remote environment
  • Strong attention to detail and accuracy in data entry
  • Patience and empathy in dealing with customer concerns
  • Flexibility to work variable shifts, including evenings and weekends
  • Commitment to maintaining customer confidentiality and data security