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Call Center Representative

2 months ago

pune, India Madinah Mart Trading Services LLP. Full time

We are seeking a Call Center Representative to join our team. As the first point of contact for our customers, you will play a key role in providing superior customer service and resolving customer inquiries and issues. Your main responsibilities will include handling inbound and outbound calls, providing product information and troubleshooting assistance, as well as maintaining accurate customer records in our database. To ensure success in this role, you should have excellent communication skills, a pleasant and professional phone manner, and the ability to remain calm under pressure. Previous experience in a call center or customer service environment is preferred, but not required. Ultimately, your goal will be to ensure that our customers are satisfied, and their questions and concerns are addressed in a timely and efficient manner.

Responsibilities
  • Answer incoming calls and respond to customer inquiries
  • Follow communication scripts to provide accurate product information and troubleshoot issues
  • Resolve customer complaints and escalate unresolved issues to the appropriate department
  • Maintain a high level of professionalism with customers at all times
  • Document all call information according to standard operating procedures
  • Provide customers with product and service information
  • Identify and escalate priority issues
  • Route calls to appropriate resources
  • Follow up customer calls where necessary
  • Complete call logs and reports
  • Research required information using available resources
  • Manage and resolve customer complaints and inquiries
  • Process orders, forms, and applications
  • Recognize, document, and alert the management team of trends in customer calls
  • Recommend process improvements
  • Other duties as assigned

Requirements

  • High school diploma or equivalent
  • Previous experience in a call center or customer service environment is preferred
  • Excellent communication skills, both verbal and written
  • Good computer skills and ability to learn new software
  • Ability to work well in a team environment
  • Ability to handle high call volumes and remain calm under pressure
  • Strong problem-solving skills
  • Ability to effectively manage time and prioritize tasks
  • Attention to detail and accuracy in data entry
  • Ability to multitask and handle multiple priorities
  • Flexibility to work various shifts, including evenings, weekends, and holidays