● Receive customer calls and transfer them to the relevant sales representative.
● Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
● Assist in achieving sales goals for individuals and sales team.
● Answer simple questions from customers and provide guidance and feedback to sales team.
● Build sustainable relationships and engage customers by taking the extra mile
● Anticipate escalation and take over calls when needed
● Devise ways to optimize procedures and keep staff motivated
● Measure performance with key metrics such as call abandonment, calls waiting etc.
● Ensure adherence to policies for attendance, established procedures etc.
● Keep management informed on issues and problems
● Prepare monthly/annual results and performance reports
● Proven experience as call center representative or similar position● Experience in customer service is essential● Proficient in English language will be a definite plus● Working knowledge of MS Office● Tech savvy with knowledge of telephone equipment and relevant computer programs● Knowledge of performance evaluation procedures● Outstanding communication and negotiation abilities● A results-oriented approach● Excellent organizational and leadership skills● Ability to work under pressure● Bachelor Degree