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We are seeking a highly skilled and customer-focused Call Center Representative to join our team. The successful candidate will provide exceptional customer service, resolve customer inquiries, and promote products/services via inbound/outbound calls.
Key Responsibilities:
Customer Service:
- Handle outbound customer calls in a timely and professional manner.
- Respond to customer inquiries, resolve issues, and provide solutions.
- Provide accurate information about products/services, pricing, and promotions.
- Utilize problem-solving skills to address customer complaints/concerns.
Sales and Upselling:
- Promote products/services to customers.
- Identify opportunities to upsell/cross-sell relevant offerings.
- Meet or exceed sales targets.
Data Entry and Administration:
- Accurately document customer interactions in CRM software.
- Update customer records and order information.
- Perform data entry tasks as required.
Quality and Performance:
- Meet or exceed performance metrics (e.g., call handling time, first call resolution).
- Participate in quality monitoring and coaching sessions.
- Adhere to call center policies and procedures.
Additional Responsibilities:
- Collaborate with internal teams (e.g., sales, marketing) to resolve customer issues.
- Stay up-to-date on product/service knowledge and industry trends.
- Participate in training sessions to enhance skills.
Requirements:
Essential:
- High school diploma or equivalent.
- 6 months of customer service experience (call center experience preferred).
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment.
- Strong problem-solving and conflict resolution skills.
Desirable:
- Post-secondary education.
- Previous sales experience.
- Familiarity with CRM software.
- Bilingual or multilingual skills.
Working Conditions:
- Full-time position
- Night shift
- Overtime may be required.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for career advancement.
- Comprehensive training program.
- Dynamic and supportive team environment.
Apex Telecommunications
Call centre
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