Call Center Agent Job Summary

You will answer incoming calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. You will be a member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone. You will also inform customers of the product terms and features and project a professional company image through voice and online interactions.

Call Center Agent Job Responsibilities and Duties:

·         Answer incoming calls and respond to customer’s emails

·         Management and resolve customer complaints

·         Sell products and place customer orders in the computer system

·         Identify and escalate issues to supervisors

·         Provide product and service information to customers

·         Research required information using available resources

·         Research, identify, and resolve customer complaints using applicable software

·         Process orders, forms, and application

·         Route calls to appropriate resources

·         Document all call information according to standard operating procedures

·         Recognize, document, and alert the management team of trends in customer calls

·         Follow up customer calls where necessary

·         Upsell products and services

·         Complete call logs and reports

·         Other duties as assigned

Call Center Agent Qualifications and Skills

·         High school diploma or equivalent

·         Proficient in relevant computer applications

·         1-3 years of experience in a call center environment

·         Knowledge of customer service practices and principles

·         Excellent data entry and typing skills

·         Superior listening, verbal, and written communication skills

·         Ability to handle stressful situation appropriately