Call Center Agent job description
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What does a Call Center Agent do?
The Call Center Agent serves as the primary point of contact for customers, addressing inquiries and resolving issues efficiently. This role is critical for enhancing customer satisfaction and loyalty by providing excellent support and communication.
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What are the Key Responsibilities of Call Center Agent
- Handle incoming calls and respond to customer queries.
- Resolve customer complaints efficiently and professionally.
- Update customer records in the CRM system accurately.
- Provide information about products and services offered.
- Escalate complex issues to appropriate departments.
- Maintain a high level of product knowledge to assist customers.
- Achieve individual and team performance targets.
- Participate in training and coaching sessions.
What are the Skills and Requirements for a Call Center Agent?
- Excellent verbal and written communication skills.
- Strong problem-solving abilities.
- Proficiency in using CRM software.
- High level of empathy and patience with customers.
- Ability to work in a fast-paced environment.
What are the KPIs to track for Call Center Agent?
Performance is measured by customer satisfaction scores, average call handling time, first contact resolution rate, and adherence to call center protocols.
Customer Satisfaction
Maintain or improve customer satisfaction scores.
Call Handling Time
Reduce average call handling time while maintaining quality.
First Contact Resolution
Increase the rate of issues resolved on the first contact.
Reports to
Call Center Supervisor
Collaborates with
Customer Service Team
Leads
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Are any specific tools or software required for the Call Center Agent role?
- CRM Systems
- Call Management Software
- Customer Support Ticketing Tools
What is the qualification of Call Center Agent?
High school diploma or equivalent; experience in customer service or call center environment is preferred.
