Handling Inbound and Outbound Calls:
Respond to incoming customer calls, addressing their needs, questions, and concerns.
Make outbound calls for follow-up, customer satisfaction surveys, or promotional purposes.
Customer Support:
Provide clear, accurate, and helpful information to customers regarding company products or services.
Resolve customer issues, complaints, and queries in a timely and professional manner.
Record and document customer interactions in the CRM system for future reference.
Issue Resolution:
Troubleshoot and resolve customer issues effectively, ensuring customer satisfaction.
Escalate complex or unresolved issues to the relevant department or supervisor.
Customer Retention:
Work to build and maintain positive relationships with customers.
Identify opportunities to improve customer experiences and promote company offerings.
Meeting Performance Metrics:
Meet or exceed performance targets, including call handling times, customer satisfaction scores, and response times.
Provide feedback on service improvements and customer trends to management.
Team Collaboration:
Collaborate with colleagues to improve team performance and customer service standards.
Participate in team meetings, training sessions, and other collaborative activities.
Previous experience in a call center or customer service role is preferred.Excellent communication skills, both verbal and written.Ability to handle customer inquiries in a professional and empathetic manner.Strong problem-solving skills and attention to detail.Proficiency in using phone systems, CRM software, and Microsoft Office.Ability to work well under pressure and meet performance goals.High school diploma or equivalent; additional customer service training or certifications are a plus.