Call Center Agent

4 days ago


Jersey City, United States Angela Scribe Full time
Job Title: Call Center Agent

Location: Jersey City, NJ
Job Type: Full-time
Department: Customer Service
Reports To: Call Center Supervisor

Job Summary:
We are seeking a dedicated and professional Call Center Agent to join our team. As a Call Center Agent, you will be the first point of contact for customers, providing exceptional service and assistance across a variety of channels, including phone, email, and chat. You will handle inquiries, resolve customer issues, and ensure satisfaction with our products and services.

Key Responsibilities:
  • Provide accurate product or service information to customers, addressing inquiries and concerns.
  • Maintain detailed records of customer interactions, transactions, comments, and complaints.
  • Follow call scripts and procedures to ensure consistency and quality in customer service.
  • Work with other team members and departments to ensure customer needs are met.
  • Meet individual and team performance targets, including response time, customer satisfaction, and first-call resolution.
  • Stay updated on product knowledge and company policies to offer accurate guidance to customers.
  • Assist in process improvement initiatives to enhance the customer experience.
  • Escalate unresolved issues or complex situations to higher management as necessary.
Skills and Qualifications:
  • High school diploma or equivalent (some college education preferred).
  • Excellent verbal and written communication skills.
  • Strong problem-solving and conflict-resolution skills.
  • Ability to remain calm and patient in high-pressure situations.
  • Proficiency in computer applications, including basic Microsoft Office skills.
  • Detail-oriented with excellent organizational and multitasking abilities.
  • Strong listening skills and empathy towards customers.

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