Job Description
Customer support: Answering customer questions, resolving issues, and following up with customers
Technical assistance: Troubleshooting products
Sales: Making outbound calls to generate interest in a product or service, or to close a sale
Complaints: Handling complaints and dealing with issues
Customer satisfaction: Ensuring customer satisfaction and maintaining a brand's reputation
Account management: Reviewing and updating customer accounts with accurate information
Market research: Conducting occasional market research
Reporting: Reporting potential service or product bottlenecks to management
KPI tracking: Meeting key performance indicators (KPIs) such as call volume, average call handling time, and customer satisfaction scores
Escalating issues: Escalating complex issues to other departments and team members when necessary
Learning new technology: Learning new call center software and other essential technology or systems
