The Call Center Representative is responsible for handling inbound and outbound customer interactions, providing accurate information, resolving issues efficiently, and delivering a positive customer experience while meeting performance targets.
Key Responsibilities:
Answer incoming calls and respond to customer inquiries professionally
Make outbound calls when required (follow-ups, surveys, reminders)
Resolve customer complaints and issues promptly and accurately
Provide clear information about products, services, and policies
Document all customer interactions in the CRM system
Escalate complex issues to supervisors when necessary
Meet daily, weekly, and monthly performance metrics (AHT, CSAT, call volume)
Maintain confidentiality and comply with company policies
Requirements:
High school diploma or equivalent
Proven experience in a call center or customer service role preferred
Excellent verbal communication and active listening skills
Basic computer skills and ability to use CRM systems
Strong problem-solving and multitasking abilities
Ability to work shifts, weekends, or holidays if required
Skills & Competencies:
Clear and professional phone etiquette
Patience and empathy with customers
Time management and attention to detail
Ability to work independently and in a team
Work Environment:
Office-based or remote (depending on company policy)
Fast-paced, performance-driven setting
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