Call Center Agent

The Call Center Agent will be responsible for handling inbound and outbound customer calls, addressing customer inquiries, providing information about our products/services, troubleshooting issues, and ensuring a positive customer experience. This role requires excellent communication skills, patience, and the ability to resolve problems effectively and efficiently. You will be working in a collaborative environment with a team of professionals who share a commitment to delivering high-quality customer service.

Key Responsibilities:

Customer Support: Answer inbound calls promptly and professionally. Assist customers with inquiries, product/service information, account details, and technical support as needed.
Issue Resolution: Address customer complaints and concerns, troubleshoot issues, and provide timely resolutions to ensure customer satisfaction. Escalate complex issues to supervisors or other departments as needed.
Product Knowledge: Maintain a comprehensive understanding of company products, services, and policies to provide accurate and helpful information to customers.
Data Entry & Documentation: Accurately record customer interactions, updates, and feedback into the system. Maintain customer accounts and ensure all data is updated in real-time.
Outbound Calls: Make outbound calls to follow up on customer inquiries, confirm service details, or provide additional information regarding our products or services.
Customer Retention: Promote loyalty by building rapport with customers, ensuring that they have a positive experience with every interaction. Provide solutions that enhance customer satisfaction and retention.
Team Collaboration: Work closely with colleagues, supervisors, and other departments to share knowledge and best practices, and to ensure the smooth operation of the call center.
Performance Metrics: Meet or exceed performance goals for call handling time, customer satisfaction, and issue resolution. Participate in training and performance reviews to improve skills and efficiency.

Qualifications:

High school diploma or equivalent (Associate's or Bachelor’s degree is a plus).
Previous experience in a call center or customer service role is preferred but not required.
Excellent verbal and written communication skills.
Strong listening skills and the ability to communicate clearly and professionally.
Problem-solving abilities and the ability to think on your feet.
Ability to manage multiple tasks and stay organized in a fast-paced environment.
Proficient with computers and basic software applications (CRM, MS Office, etc.).
Positive attitude and a strong commitment to customer satisfaction.
Availability to work flexible shifts, including evenings, weekends, and holidays as needed.