Call Center Representative

A call center agent is a person who handles incoming or outgoing calls for a business or businesses. A call center agent might handle account inquiries, customer complaints or support issues. Call Center Representative is a liaison between a company and its current and potential customers.

GENERAL FUNCTIONS AND RESPONSIBILITIES

• Obtains client information by answering telephone calls; interviewing clients; verifying information.
• Seize opportunities to upsell products when they arise.
• Determines eligibility by comparing client information to requirements.
• Informs clients by explaining procedures; answering questions; providing information.
• Maintains communication equipment by reporting problems.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Updates job knowledge by studying new product descriptions; participating in educational opportunities.
• Managing inbound and/or outbound calls.
• Must be available to work night shift schedules.
• Following various communication scripts when speaking to a caller.
• Basic conversational English proficiency required for effective communication with callers.
• Customer engagement.
• Identifying customer needs, answering questions and providing solutions/alternatives to issues.
• Up-selling products and services when possible.
• Building sustainable customer relationships.
• Keeping records of all conversations organized.
• Basic computer literacy required for maintaining organised records and documentation.
• Building product knowledge.
• Improving performance and hitting goals.
• Accomplishes sales and organisation mission by completing related results as needed.
• Timely report of all daily activities, such as but not limited to EOD.