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.
- 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.
- 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.
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
- Zendesk
- Salesforce
High school diploma or equivalent; previous experience in a call center environment preferred but not required.
