call center representative

call center representative job description

At [Bright Ideas company], we rely on knowledgeable professionals to interact with our valued customers who have questions or concerns. We’re looking for a highly skilled call center representative to join our team, managing a large volume of inbound and outbound calls. The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call. This person will handle a variety of important supportive tasks, providing answers, insights, instructions, and assistance for purchases. As the voice of our company, the call center representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their satisfaction.

Objectives of this role

Handle a large volume of inbound and outbound calls in a timely manner

Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary

Identify customer needs, research issues, resolve complaints, and provide solutions

Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team

Recommend improvements for systems and processes to boost organizational efficiency

Responsibilities

Memorize scripts for products and services, and refer to them during calls

Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately

Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate

Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality

Create and maintain record of daily problems and remedial actions taken, using call-center database

Leverage data and insights gathered by the call center to recommend and influence process improvements

Required skills and qualifications

High school degree or equivalent

Experience working in a call center or customer-support role

Strong active-listening and verbal-communication skills

Proficiency in problem-solving

Ability to multitask and manage time effectively

Preferred skills and qualifications

Expertise in conflict resolution

Experience in customer sales

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