Job Title: Call Center Representative

Location: October (Hosary)

Reports To: Call Center Supervisor

Rotational Shift  

Job Summary:

The Call Center Representative is responsible for managing a high volume of inbound and outbound calls, providing information, answering questions, resolving customer issues, and ensuring excellent customer satisfaction. The ideal candidate will possess strong communication skills and the ability to handle inquiries professionally and efficiently.

Key Responsibilities:

1. Handle Inbound/Outbound Calls:
   • Respond to customer inquiries in a timely and accurate manner.
   • Make outbound calls for follow-ups, customer satisfaction surveys, or sales (depending on company requirements).
2. Customer Service:
   • Provide customers with product/service information, pricing, and available solutions.
   • Resolve customer complaints and escalate complex issues to the appropriate department or supervisor if necessary.
   • Ensure high levels of customer satisfaction by offering appropriate solutions.
3. Data Entry and Record Keeping:
   • Accurately log and update customer information and call details in the system.
   • Maintain accurate records of customer interactions, feedback, and complaints.
4. Problem Solving:
   • Identify customer needs and recommend solutions based on company policies and products.
   • Troubleshoot technical or service-related issues.
5. Follow Up:
   • Provide follow-up calls and emails where necessary to ensure resolution of customer issues.
   • Keep customers informed about the status of their inquiries.
6. Adherence to Procedures:
   • Follow established call center procedures, scripts, and protocols.
   • Stay updated on product/service knowledge, new policies, and procedures.