Call Center Customer Service Representative

Key Responsibilities

• Achieve Targets: Meet attendance, schedule adherence, and performance goals (e.g., successful outcomes, quality score, NPS score).
• Software & System Proficiency: Efficiently use software, CRM systems, and telephone systems to handle customer interactions.
• Documentation: Accurately document customer interactions and follow client-specific guidelines in CRM or case management systems.
• Multichannel Communication: Handle inbound and outbound calls with customers while maintaining awareness of/availability for responding to chats, emails, and other communications promptly and professionally.
• Issue Resolution: Resolve or escalate customer issues quickly, maintaining a focus on service excellence.
• Collaboration: Absorb & apply coaching provided by Supervisor & Quality Analyst to achieve continuous improvement in call flow/quality.
• Policy Adherence: Follow Standard Operating Procedures (SOPs), keep up-to-date with policies, and use knowledge bases effectively.
• Electronic Communication: Encourage customers to use electronic communication methods where possible.
• Schedule Adherence: Maintain reliable attendance and strict adherence to published schedule as assigned and in accordance with department/project guidelines

Expected Skills & Qualifications

• Strong communication skills.
• Proficiency with computer systems and CRM tools.
• Ability/willingness to thoroughly review and then follow detailed instructions as provided by leadership.
• Ability to multitask and manage inquiries from multiple communication channels.
• Problem-solving and issue resolution capabilities.
• Self-reliant.
• Proactively uses available resources starting with digital means to research & find information needed to answer customer questions/resolve issues.
• Customer-focused attitude with an emphasis on using a positive & upbeat tone of voice to convey enthusiasm while delivering outstanding & memorable customer experiences.
• Reliability and attention to detail.

Qualifications

Graduate Range Of Year Experience-Min Year 3
RANGE OF YEAR EXPERIENCE-MAX YEAR 20