Call Center Agent

Job Description

• Receive the customer inquiry, requests, or complaints from our different communication channels like inbound calls, emails, messages on Facebook or intercom live chat or walk-in visits.
• Greet customers warmly and ascertain the problem or reason for calling.
• Understand the customer needs and requests from his call, email, message on Facebook or intercom live chat.
• Maintaining Customer Satisfaction by presenting a positive, empathetic, and professional attitude toward clients always.
• In case of request: Identify the customer needs to direct them with the needed corrective steps to finalize the request and send it to the responsible department to proceed.
• In case of complaint:Identify complaint reason to proceed solving the received problem with a proper solution or to re-direct the complaint to the concerned department by transferring it to the senior or the team leader to follow up.
• Create a documented case on SF "inquiry, request or complain" to record the customer request.
• Review the customer and company data on the CRM and follow the verification process and payment status and make sure that the service is running smoothly.
• Maintain the company data quality in SF.
• Increasing the number of inbound leads and create a new lead and add it to the CS Leads Campaign so our sales team can follow up with the customers.
• Review the customer account to validate all the registered data.
• Following up on production processes and services provided by the company and following the internal and external requests with other departments or with our clients.
• Commit with the company SLA and follow up with the customer till all requests are closed.
• Build and maintain strong, long-lasting client relationships.
• Onboarding new customers by educating them with the service terms and how to use the company account to use the service.
• Give accurate direction and support to other functions to facilitate the successful completion of the organization’s targets and performance goals.
• Commit with the internal departmental processes to keep a smooth operation.
• Commit with all the quality tips to handle the customer in every situation
• Commit with the company training programs.

Job Requirements

• Graduates only.
• Strong phone and verbal communication skills along with active listening
• Ability to multi-task, prioritize, and manage time effectively.
• Customer orientation and ability to adapt/respond to different types of characters.
• Planning and organizing
• Thorough knowledge of MS Office applications
• Must be a graduate.
• Call center background is a must.