Call Center Agent

Job Title: Call Center Agent

Location: Jersey City NJ

Job Summary: We are seeking a dedicated and customeroriented Call Center Agent to join our team. The ideal candidate will be responsible for handling inbound and outbound calls addressing customer inquiries resolving issues and providing exceptional customer service. The Call Center Agent will act as a liaison between the company and its customers ensuring customer satisfaction and maintaining a positive company image.

Key Responsibilities:

1. Customer Interaction:

   • Handle a high volume of inbound and outbound calls in a timely manner.
   • Engage with customers through multiple channels including phone email and chat.
   • Provide accurate information about products services and company policies.
   • Address customer inquiries concerns and complaints with empathy and professionalism.

2. Issue Resolution:

   • Identify customer needs and assist in resolving issues to ensure customer satisfaction.
   • Escalate complex or unresolved issues to the appropriate departments or supervisors.
   • Follow up with customers to ensure their issues are fully resolved.

3. Performance Metrics:

   • Meet or exceed performance targets such as call handling time first call resolution and customer satisfaction scores.
   • Adhere to call center protocols and guidelines.

4. Team Collaboration:

   • Work collaboratively with team members and other departments to improve overall customer experience.
   • Participate in training and development sessions to enhance product knowledge and customer service skills.

Qualifications:

• High school diploma or equivalent. Some college coursework or a degree is a plus.
• Excellent verbal and written communication skills.
• Strong listening and problemsolving abilities.
• Proficiency in using computers CRM software and other relevant technology.
• Ability to handle stressful situations and manage multiple tasks simultaneously.
• Customerfocused with a positive attitude.
• Dependable and punctual.
• Ability to work both independently and as part of a team.