Job Description
Handling Inbound and Outbound Calls: Responding to incoming calls from customers or clients and making outbound calls for follow-ups, surveys, or sales.
Customer Support: Providing assistance to customers by answering questions, resolving issues, and offering solutions related to products or services.
Data Entry and Record Keeping: Documenting interactions with customers, including their inquiries, issues, and resolutions, in the company's database or CRM system.
Adhering to Scripts and Protocols: Following company scripts or guidelines to ensure consistency and compliance with company policies.
Problem-Solving: Identifying customer problems or complaints and working to resolve them effectively and efficiently.
Upselling and Cross-Selling: Offering additional products or services that may benefit the customer, if applicable.
Maintaining Professionalism: Communicating clearly and professionally, showing empathy, and managing stress effectively.
Meeting Performance Metrics: Achieving targets related to call handling time, customer satisfaction, or sales goals as set by the company.
Technical Support: Assisting customers with technical issues or troubleshooting problems if the call center provides technical support services.
Escalating Issues: Recognizing when an issue needs to be escalated to a higher level of support or management for resolution.
