Call Center Agent

Position Summary

Essential Duties & Responsibilities

• Answer inbound calls from customers regarding inquiries, service requests, or complaints.
• Provide accurate information about products, services, policies, and procedures.
• Troubleshoot and resolve customer issues in a timely and efficient manner.
• Maintain a high level of professionalism and courtesy while interacting with customers.
• Document customer interactions and transactions accurately in the system.
• Follow up on pending issues to ensure they are resolved promptly.
• Collaborate with other team members and departments to address customer concerns.
• Meet or exceed performance metrics including call handling time, customer satisfaction, and first-call resolution.
• Continuously strive to improve product knowledge and customer service skills.
• Handle escalated customer complaints and resolve issues to customer satisfaction.