Call Center Representative

We are looking for an experienced Call Center Representative that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively addressing customers calls, requirements, inquiries and complaints; keeping customer satisfaction at the core of every decision and behavior.

Responsibilities

• Manage inbound and outbound calls in a timely manner
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products and services when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Call clients and customers to inform them about the company’s new products, services and policies
• Making sales or recommendations for products or services that may better suit client needs.
• Keep records of all conversations in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets

Requirements and skills

• Previous experience in a customer support role for a minimum of 3 years
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• In-depth knowledge of a company’s products and/or services
• Attention to detail
• Problem solving skills
• Fluency in multiple languages will be a plus