Call Centre Agent

• Responsible for providing outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our services.
• The Call center associate will handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller.
• In addition, CCA will listen to customers to understand the reason for their calls, address all questions or complaints, and provide an accurate and efficient response

Key Responsibilities & Accountabilities ( perform other duties as requested, not specifically addressed in this document)
• Answering/making calls to customers to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that customers feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry customers, as needed.
• Understanding and striving to meet call center metrics while providing excellent customer service.
• Follow communication “scripts” when handling different topics. Reviewing customer accounts and transactions while resolving issues Giving detailed explanations of services.