Call Center Agent

Call Center Agent use their knowledge of company products, services, and policies to assist callers with orders, inquiries, complaints, or problems. They speak with customers, listen to them gain a better understanding of their needs, and offer possible solutions.

Key Result Areas

Performance Indicators

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with their orders or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.

Specifications (Qualifications, Experience, and Skills)

• Minimum high school academic.
• Experience minimum 1-year similar position.
• Attention to detail
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice
• Understanding of company products, services, and policies
• Proficiency with computers, especially with CRM software, and strong typing skills
• Positive, dynamic, creative, and dedicated team player with the ability to work in a multicultural environment and under difficult condition, while possessing following additional competencies.
• Understanding the Job requirement.
• Taking Responsibility.
• Adaptability.
• Teamwork.
• Multitasking.