Call Centre Representatives are often the first point of contact for a company’s customers. The service they provide plays an important role in ensuring that customers feel supported and satisfied
Call Centre Representatives can work in a wide variety of call centers and typically focus on either incoming or outgoing calls. Those who handle incoming calls may take orders, answer customer queries or provide technical support services. Outgoing calls are mostly sales-related and involve a Call Centre Representative informing customers about products, services and offers. Those who work at inbound call centers may also call customers to provide feedback.
Someone who works for an IT services company, for instance, may provide customers with technical assistance.
Responsibilities & Main Duties
- Responding to customer queries and complaints in an efficient and professional manner
- Escalating customer issues with management when the need arises
- Adhering to a company’s policies and procedures when interacting with customers
- Following up on customer calls to ensure that that customers are satisfied
- Staying up to date regarding a company’s products, services and policies by attending training sessions
- Ensuring that they accurately comprehend clients’ requests and issues by confirming and clarifying information
- Upselling products and services where possible and actively working towards reaching sales targets
- Maintaining accurate customer records in a company’s customer relationship management system and completing call logs and reports
Required Knowledge & Qualifications
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Good interpersonal skills to establish a positive rapport with clients
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Excellent customer service skills to ensure that customers receive satisfactory service
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Strong analytical and problem-solving skills to correctly identify issues and determine the most effective solutions
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IT literacy, including a working knowledge of relevant software programs.
- Ability to remain calm and polite when dealing with unsatisfied clients
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Stamina to handle high volumes of calls and consistently provide excellent service
Must Have
- Bachelor Degree or Higher
- Passion for software products
- Perfect written English
- Highly creative and autonomous