Call Center Representative job description
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What does a Call Center Representative do?
The Call Center Representative serves as the primary point of contact for customers, providing assistance, resolving inquiries, and ensuring a high level of customer satisfaction. This role is essential for maintaining customer loyalty and contributing to the company's service excellence goals.
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What are the Key Responsibilities of Call Center Representative
- Handle inbound calls promptly and professionally.
- Address customer inquiries, resolving issues effectively.
- Maintain accurate records of customer interactions.
- Follow communication procedures and guidelines.
- Support sales efforts through cross-selling and up-selling.
- Collaborate with team members to improve customer service processes.
- Provide feedback on customer service improvements.
What are the Skills and Requirements for a Call Center Representative?
- Excellent verbal and written communication skills.
- Strong problem-solving abilities.
- Proficient in computer skills and call center technology.
- Ability to handle stressful situations calmly.
- Good multitasking and time management skills.
What are the KPIs to track for Call Center Representative?
Call Center Representatives are measured through call metrics such as average handle time, first-call resolution, customer satisfaction scores, and adherence to service level agreements.
Average Handle Time
Maintain a balance between quick resolution and quality service.
First-Call Resolution
Increase the percentage of issues resolved during the first call.
Customer Satisfaction
Achieve and maintain high customer satisfaction scores.
Reports to
Call Center Supervisor
Collaborates with
Customer Service Team
Leads
None
Are any specific tools or software required for the Call Center Representative role?
- CRM Software
- Call Center Telephony Systems
- Ticketing Software
What is the qualification of Call Center Representative?
High school diploma or equivalent, with previous customer service experience preferred.
