Call Center Agent
4 weeks ago
Location: Charlotte, NC
Employment Type: Full-time
Department: Customer Service
Job Summary:
We are seeking a motivated and customer-focused Call Center Agent to join our team. The ideal candidate will provide exceptional customer service by handling incoming and outgoing calls, answering questions, resolving issues, and maintaining a positive and professional demeanor. This role requires excellent communication skills, patience, and the ability to troubleshoot and solve customer problems effectively.
Key Responsibilities:
- Customer Support: Handle a high volume of inbound and outbound calls, providing timely and accurate responses to customer inquiries.
- Problem Solving: Listen to customers' needs, identify solutions, and troubleshoot issues to ensure a positive customer experience.
- Product Knowledge: Maintain a thorough understanding of the company's products, services, policies, and procedures to assist customers effectively.
- Escalations: Identify and escalate complex issues to the appropriate department or supervisor when necessary.
- Quality Assurance: Adhere to quality assurance standards and company guidelines, meeting or exceeding performance metrics, including call quality and customer satisfaction.
- Team Collaboration: Work with team members to improve customer service processes and participate in ongoing training sessions.
- High school diploma or equivalent; college degree preferred.
- Strong communication and listening skills.
- Excellent problem-solving abilities.
- Ability to stay calm and positive under pressure.
- Proficiency with computer applications and CRM software.
- Ability to multi-task and manage time effectively.
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