Job Description
Job Description
Job Title : Call Center Representative
Location : Philadelphia, PA
Department : Customer Service
Reports To : Call Center Supervisor / Manager
Type : Full-time
Job Summary :
As a Call Center Representative, you will be the first point of contact for our customers, providing them with exceptional service and support.
Your primary responsibility is to handle inbound and outbound calls, address customer inquiries, resolve issues, and ensure customer satisfaction.
You will represent our company professionally and efficiently, working to exceed customer expectations in every interaction.
Key Responsibilities
Resolve Issues : Identify and troubleshoot customer issues, providing effective solutions and escalating complex issues when necessary.
Process Orders and Requests : Assist customers in placing orders, processing returns, and fulfilling other service requests.
Maintain Records : Accurately document and update customer records in our database, including details of interactions and transactions.
Outbound Calls : Conduct outbound calls as required for follow-ups, customer satisfaction surveys, or promotional offers.
Achieve Performance Metrics : Meet or exceed performance targets such as call handling time, customer satisfaction scores, and first-call resolution.
Continuous Improvement : Participate in training sessions and team meetings to stay updated on products, services, and customer service best practices.
Team Collaboration : Work collaboratively with team members and other departments to resolve customer issues and improve overall service quality.
Qualifications :
- Strong problem-solving and analytical abilities.
- Proficient in using computers and navigating multiple software applications.
- Ability to handle a high volume of calls and manage time effectively.
- Customer-focused attitude with a passion for helping others.High school diploma or equivalent; some college education is preferred.
- Excellent verbal and written communication skills
Job Posted by ApplicantPro
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