Call Center Agent

3 days ago

Santa Ana, United States Angela Scribe Full time
Job Title: Call Center Agent

Job Location: Santa Ana, CA
Department: Customer Service
Reports To: Call Center Supervisor
Position Overview:

We are seeking a motivated and customer-oriented Call Center Agent to join our team. As a Call Center Agent, you will be responsible for providing exceptional customer service through inbound and outbound calls. You will be the first point of contact for customers, assisting them with inquiries, issues, and resolving problems in a professional and timely manner.
Key Responsibilities:
  • Customer Support: Handle inbound and outbound calls, addressing customer inquiries, complaints, and issues related to products or services.
  • Issue Resolution: Effectively troubleshoot problems, provide solutions, and follow up with customers to ensure satisfaction.
  • Product Knowledge: Maintain up-to-date knowledge of products, services, and company policies to provide accurate information to customers.
  • Documentation: Accurately log customer interactions, including inquiries, complaints, and resolutions, into the system.
  • Escalation Management: Identify situations requiring escalation to higher-level staff or departments and handle escalations appropriately.
  • Quality Assurance: Adhere to company standards and procedures to ensure a high-quality customer experience and achieve performance metrics (e.g., call time, resolution rates, customer satisfaction).
  • Team Collaboration: Collaborate with other team members and departments to enhance the customer experience and resolve complex issues.
Qualifications:
  • High school diploma or equivalent (college degree preferred).
  • Strong communication skills, both verbal and written.
  • Excellent listening and problem-solving abilities.
  • Ability to work in a fast-paced, target-driven environment.
  • Proficient in using computer systems and call center software.
  • Ability to handle stressful situations with a calm, professional demeanor.

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