Experience: 0-3
Job Description:
Responsibilities of an inbound call center agent
Answer incoming calls from customers to attend service inquiries and questions, handle complaints, troubleshoot problems and provide information.
Main Job Tasks and Responsibilities
- Support and provide superior service via phones, e-mails and faxes as a receiver and caller
- Use questioning and listening skills that support effective telephone communication.
- Research required information using available resources
- Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
- Understand the impact of attitude in handling calls professionally
- Provide customers with product and service information
- Enter customer information and process service transactions.
- Identify and escalate priority issues, route calls to appropriate resource
- Follow up customer calls where necessary
- Complete call logs
- Effectively deal with job stress, angry callers, and upset customers
- Use the most appropriate way to communicate with different behavior types on the telephone.
- Apply the elements of building positive rapport with different types of customers over the phone.
- Apply the proper telephone etiquette to satisfy various customer situations.
- Apply appropriate actions to effectively control a telephone call.
- Meets commitments to customers and organisation
- Other duties as assigned.
- Display Time flexibility towards shifts as per work floor requirements
Education and Experience
- Mandatory - Graduate.
- Proficient in relevant computer applications
- Knowledge of customer service principles and practices
- Knowledge of call center telephony and technology
- Six months or more experience in a call center environment
- Customer service experience
- Good data entry/keyboard skills
Key Competencies
- Verbal and written communication skills
- Listening skills
- Problem analysis
- Problem solving
- Customer service orientation
- Organizational skills
- Attention to detail
- Initiative
- Judgment
- Adaptability
- Team work
- Stress tolerance
- Resilience
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