Call Center Representative (Job Ref. 5WWYXW85)

ABOUT COMPANY

Oben stands ready to provide the IT Strategy and Consulting support global leaders need to navigate organizational change. We leverage our functional and technology expertise, insights, and industry know-how to help enterprises reach their goals and accelerate their digital evolution.

ROLE INSIGHTS

As we expand our customer-facing capabilities, we are building a strong support team that will ensure smooth communication and a positive experience for our clients and partners.
We are currently looking for a Call Center Representative who will serve as the first point of contact for customers, providing assistance, guidance, and timely solutions to their inquiries.

If you are interested in exploring an opportunity within our company, feel free to use the Apply for Position button.

ROLE DETAILS

Job Title: Call Center Representative 
Job Type: Full-time, Remote
Effort Schedule: 8 Hours/Day
Project Communication: Romanian / English

Job Summary:
The Call Center Representative handles incoming calls, identifies customer needs, and provides accurate and timely support. They play a crucial role in delivering a high-quality service experience by managing inquiries, documenting interactions, and coordinating with internal teams to ensure efficient issue resolution.

Responsibilities:

• Handles incoming calls and offers professional, clear, and prompt assistance to customers.
• Gathers, analyzes, and documents customer needs, ensuring accurate information is recorded in internal systems.
• Escalates complex cases to the appropriate teams while maintaining ownership of follow-up activities.
• Ensures that customer issues, process changes, or service updates are correctly communicated and understood across relevant teams.
• Acts as the communication link between customers and internal support functions.
• Works with team leaders to prioritize cases, ensure performance targets are met, and track service quality metrics.
• Performs functional and accuracy checks on customer data and case documentation.
• Contributes to improving customer service processes by identifying recurring issues and proposing solutions.
• Participates in process trainings, knowledge-sharing sessions, and team alignment meetings.
• Ensures that all customer interactions follow company guidelines and quality standards.

Requirements:

• At least 1 year of experience in a Call Center, Customer Support, or similar customer-facing role.
• Clear understanding of customer service principles and inbound call workflows.

• Strong communication, problem-solving, and active listening skills.

• Ability to multitask and manage several cases during peak activity periods.

• Experience with CRM or call center tools is a plus.

• Proven ability to interact effectively with stakeholders and end users.

• Self-motivated, detail-oriented, and committed to delivering high-quality service.
• A quick learner who can understand customer issues, ask clarifying questions, and identify the correct solutions.
• Confident in communicating processes or updates and capable of guiding customers efficiently during calls.
• Very good level of English and Romanian.