Job Title : Call Center Representative
Department : Customer Service / Support
Reports to : Call Center Manager / Supervisor
Location : Philadelphia, PA
Job Type : Full-time
Job Summary :
As a Call Center Representative, you will be the primary point of contact between our company and customers, responsible for providing excellent customer service.
You will answer incoming calls, address customer inquiries, resolve issues, and provide information on products and services.
The ideal candidate will have strong communication skills, a customer-focused mindset, and the ability to work efficiently in a fast-paced environment.
Key Responsibilities :
- Handle customer inquiries, complaints, and technical support questions with professionalism and empathy.
- Resolve customer issues by clarifying their concerns, determining the cause of the problem, and offering appropriate solutions.
- Maintain up-to-date knowledge of company products, services, policies, and procedures.
- Escalate unresolved issues to the appropriate departments or supervisors when necessary.
- Document customer interactions and transactions thoroughly in the system.
- Meet or exceed performance metrics, including call handling time, customer satisfaction, and resolution rates.
- Participate in team meetings, training sessions, and ongoing professional development.
- Handle multiple communication channels (phone, chat, email) as needed.
Requirements :
- High school diploma or equivalent (some roles may require a degree or certification).
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution skills.
- Ability to remain calm and composed under pressure.
- Familiarity with CRM systems and call center software.
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