Call Center Representative job description
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What does a Call Center Representative do?
The Call Center Representative is essential in providing excellent customer service by handling inquiries, resolving issues, and ensuring customer satisfaction. This role contributes to the company's success by maintaining high-quality communication standards and fostering positive relationships with customers.
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What are the Key Responsibilities of Call Center Representative
- Answer incoming calls and respond to customer inquiries.
- Resolve customer complaints efficiently and professionally.
- Provide product or service information to assist customers in making decisions.
- Document all call information according to standard operating procedures.
- Follow up on customer calls where necessary.
- Upsell products or services when appropriate.
What are the Skills and Requirements for a Call Center Representative?
- Excellent verbal communication skills.
- Strong problem-solving abilities.
- Ability to handle stressful situations calmly and effectively.
- Proficient in using call center software such as Zendesk or Salesforce.
What are the KPIs to track for Call Center Representative?
The performance of a Call Center Representative is evaluated based on response time, resolution rate, customer satisfaction scores, and adherence to call handling protocols within the set guidelines for quality assurance purposes.
Response Time
Maintain average response time within company standards.
Resolution Rate
Achieve high first-call resolution rates.
Customer Satisfaction
Consistently receive positive feedback from customers
Reports to
Call Center Supervisor
Collaborates with
Customer Service Team
Leads
Are any specific tools or software required for the Call Center Representative role?
- Zendesk
- Salesforce
What is the qualification of Call Center Representative?
High school diploma or equivalent; previous experience in a call center environment preferred but not required.
