Call Center Representative job description

Job brief

We are seeking a detail-focused, customer-oriented, and professional Call Centre Representative to join our team! The ideal candidate will have previous experience in a similar setting and keep customer satisfaction at the heart of everything they do. The focus of the role is to take incoming calls from customers to service their requests, along with making outbound calls to customers.

Responsibilities

• Answer incoming calls from customers and assist them with their queries.
• Verify customers' identity by following company procedures before discussing any accounts, products, or information.
• Keep customers' information up to date on the internal CRM system.
• Assist customers with their queries, provide information on products, and take payments over the phone.
• Make outbound calls to customers as needed regarding product renewals, contract renewals, or other types of services they may need.
• Ensure that all sales and products/services sold are logged on the CRM system.
• Work in line with data security policies at all times.
• Provide friendly, courteous service to customers at all times and ensure they finish their call with you satisfied and happy.
• Escalate customer complaints to the complaints team or management.
• Work in line with company KPI’s regarding call volume and service levels.
• Ensure customers are kept up to date with the progress of their request or service.

Requirements

• High School Diploma or above
• 2 years' experience in a similar role
• Detail-focused, with good problem-solving skills
• Strong customer service skills
• Demonstrated computer skills, able to pick up and learn new software quickly
• Previous experience using an in-house CRM system
• Able to work in line with company KPIs
• Excellent communication skills, both written and verbal
• Able to multi-task effectively