Call Center Representative

Objectives of this role :

- Handle a large volume of inbound and outbound calls promptly

- Follow communication scripts and use knowledge of the company's products and services to go off-script when necessary.

- Identify customer needs, research issues, resolve complaints, and provide solutions

- Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with escalation team.

- Recommend improvements for systems and processes to boost organizational efficiency.

Responsibilities :

- Memorize scripts for products and services, and refer to them during calls

- Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately.

- Identify opportunities for driving sales and revenue of the company's existing product suite, and seize opportunities to upsell when appropriate.

- Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.

- Create and maintain a record of daily problems and remedial actions are taken, using a call-center database.

- Leverage data and insights gathered by the call center to recommend and influence process improvements.

Required Skills and Qualifications :

- High school degree or equivalent

- Experience working in a call center or customer-support role

- Strong active-listening and verbal communication skills

- Proficiency in problem-solving

- Ability to multitask and manage time effectively

- Preferred skills and qualifications

- Expertise in conflict resolution

- Experience in customer sales