Call Center Agent

JOB DESCRIPTION:

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Call clients and customers to inform them about the companys new products, services and policies
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
• Collaborate with other call center professionals to improve customer service
• Help to train new employees and inform them about the companys customer management policies

REQUIREMENT:

• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems
• In-depth knowledge of a companys products and/or services
• Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area
• Ability to speak multiple languages, especially those common among callers