Call Centre Agent
1 week ago
- Handle inbound and outbound calls from customers regarding product inquiries, orders, billing issues, and general support.
- Listen actively to customer concerns, empathize with their needs, and provide appropriate solutions or information.
- Accurately enter and update customer information in the system during call interactions.
- Follow call scripts and guidelines to ensure consistent and professional communication with customers.
- Identify and escalate complex or unresolved issues to appropriate departments or supervisors for further resolution.
- Meet or exceed established performance metrics, including call handling time, first call resolution, and customer satisfaction scores.
- Collaborate with team members and departments to share knowledge and best practices for customer service.
- Stay informed about company products, services, policies, and procedures to provide accurate information to customers.
- Maintain confidentiality of customer information and adhere to data protection regulations.
Requirements:
- High school diploma or equivalent.
- Previous experience in customer service, call centre, or related field.
- Excellent communication and interpersonal skills.
- Ability to remain calm and professional under pressure.
- Strong problem-solving and decision-making abilities.
- Basic computer skills and familiarity with call centre technology and software.
- Ability to multitask and prioritize tasks effectively.
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