Customer Service Call Center Representative

Overview:

Key Responsibilities:

• Answering incoming calls and responding to customer inquiries
• Resolving customer complaints and issues
• Providing information about products and services
• Processing orders forms and applications
• Managing and updating customer accounts
• Escalating complex issues to the appropriate department
• Following communication procedures guidelines and policies
• Meeting and exceeding customer service expectations
• Identifying and assessing customer needs to achieve satisfaction
• Handling and resolving customer objections
• Maintaining a positive empathetic and professional attitude
• Keeping records of customer interactions transactions comments and complaints
• Striving for firstcall resolution and high customer retention
• Adhering to call center performance metrics and standards
• Participating in training and development sessions

Required Qualifications:

• High school diploma or equivalent
• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask prioritize and manage time effectively
• Patience when handling tough cases
• Ability to work in a fastpaced and highpressure environment
• Basic computer skills and proficiency in MS Office
• Problemsolving skills and the ability to be resourceful and innovative
• Team player with a positive attitude and a strong work ethic
• Flexibility to work in shifts and adapt to changing schedules
• Understanding of company products services and policies
• Empathy and the ability to put themselves in the customers shoes

communication,multitasking,teamwork,time management,adaptability,customer service