Description

Answer incoming calls promptly and professionally.
Respond to customer inquiries, complaints, and requests in a courteous and timely manner.
Provide accurate information regarding products, services, policies, and procedures.
Handle and resolve customer complaints or issues effectively, escalating to appropriate personnel when necessary.
Perform outbound calls as needed for follow-ups, surveys, or promotions.
Document all interactions, including details of inquiries, comments, complaints, or actions taken, in the appropriate systems or databases.
Utilize computer systems and software effectively to access customer information, process orders, and update records.
Follow scripts and guidelines provided for specific types of calls or situations.
Meet or exceed established performance goals, including call handling metrics, quality standards, and customer satisfaction scores.
Collaborate with team members and supervisors to continuously improve processes and customer service delivery.
Stay updated on product knowledge, company policies, and industry trends to provide accurate information to customers.
Adhere to company policies and procedures, including confidentiality and data security protocols.

Desired Candidate Profile

Qualifications:

High school diploma or equivalent; additional education or training in customer service is a plus.
Proven experience in a customer service role, preferably in a call center environment.
Excellent verbal communication skills, including active listening and empathy.
Strong interpersonal skills with the ability to remain calm and professional under pressure.
Proficiency in using computer systems and software, including CRM platforms and Microsoft Office applications.
Ability to multitask and prioritize tasks effectively.
Detail-oriented with accurate data entry skills.
Flexibility to work various shifts, including evenings, weekends, and holidays.
Ability to adapt to changes in procedures, policies, or technology.
Positive attitude and willingness to learn and grow in the role.
Bilingual proficiency may be required for certain positions, depending on customer demographics.
Experience with call center software and equipment (e.g., phone systems, headsets) is a plus.
This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties and responsibilities may be added, deleted, or modified to meet the needs of the organization.