Call Center Agent – Telco Account – No Exp Accepted

Job Overview: A Call Center Agent works in a customer service center handling inbound or outbound calls on behalf of a company. They assist customers with inquiries, provide information, handle complaints, and offer solutions to problems, aiming to provide excellent customer service and ensure customer satisfaction.

Key Responsibilities:

1. Customer Support: Handle incoming calls from customers regarding product inquiries, service questions, complaints, and general issues.
2. Issue Resolution: Resolve customer complaints and problems by clarifying issues, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
3. Information Provision: Provide accurate information about products or services to customers.
4. Data Entry: Accurately and efficiently enter and update customer information in the database.
5. Quality Assurance: Ensure that each customer interaction meets quality assurance standards.
6. Communication: Communicate effectively and professionally with customers and colleagues.
7. Problem-Solving: Analyze situations, identify problems, and provide effective solutions in a timely manner.
8. Documentation: Maintain detailed records of customer interactions, transactions, comments, and complaints.
9. Adherence to Policies: Adhere to company policies and procedures when handling customer inquiries and complaints.
10. Teamwork: Collaborate with team members and supervisors to handle complex customer issues and contribute to the overall success of the call center.

Qualifications:

1. Education: A high school diploma or equivalent is typically required. Some call centers may prefer candidates with higher education.
2. Communication Skills: Excellent verbal communication skills and active listening skills to understand customer needs and concerns.
3. Patience: Patience and the ability to remain calm under pressure, especially when dealing with irate or frustrated customers.
4. Problem-Solving: Strong problem-solving skills and the ability to think on your feet to find solutions to customer issues.
5. Empathy: Ability to empathize with customers’ concerns and provide appropriate reassurance and support.
6. Computer Skills: Proficiency in using computer systems, call center software, and relevant applications.
7. Multitasking: Ability to handle multiple tasks, such as talking with customers, typing information, and navigating computer systems simultaneously.
8. Time Management: Ability to manage time effectively and prioritize tasks to meet customer needs and call center goals.
9. Adaptability: Willingness to adapt to new procedures and technologies in a fast-paced call center environment.
10. Sales Skills (Optional): Some call center roles may involve upselling or cross-selling products or services; in such cases, basic sales skills can be an advantage.