Job Description
Customer support: Answering customer questions, resolving issues, and following up with customers to ensure their issues are resolved
Technical assistance: Troubleshooting products and providing technical support
Sales: Cold calling leads, upselling merchandise or service plans, and generating new sales opportunities
Customer satisfaction: Ensuring customer satisfaction and maintaining a brand's reputation
Market research: Conducting market research to better understand customers and competitors
Reporting: Reporting potential service or product bottlenecks to management
Account management: Reviewing and updating customer accounts with accurate information
Escalating issues: Escalating complex issues to other departments and team members when necessary
Meeting KPIs: Meeting key performance indicators (KPIs) such as call volume, average call handling time, and customer satisfaction scores
Learning new technology: Learning new call center software and other essential technology or systems
