Call center

We are seeking a highly motivated and customer-focused Call Center Agent to join our team. The ideal candidate will be the first point of contact for our customers, providing excellent service, resolving issues, and ensuring a positive experience. This role is crucial for building strong customer relationships and maintaining our company's reputation for outstanding service. Key Responsibilities: Handle Customer Interactions: Manage a high volume of inbound and/or outbound calls in a timely and professional manner. Resolve Customer Issues: Address customer inquiries, complaints, and concerns with empathy and efficiency. Provide accurate and complete information about products, services, and policies. Problem-Solving: Research and identify the root cause of customer issues, and provide appropriate solutions or alternatives. Data Entry and Documentation: Accurately document all customer interactions in the CRM (Customer Relationship Management) system. Maintain detailed and organized records of inquiries, comments, and actions taken. Follow Communication Scripts: Adhere to communication scripts and guidelines for consistency and quality, while adapting as needed to meet customer needs. Escalate Issues: Identify and escalate priority issues to the appropriate team or supervisor when necessary to ensure timely resolution. Meet Performance Metrics: Strive to meet individual and team performance targets, such as Average Handling Time (AHT), First Call Resolution (FCR), and customer satisfaction scores. Stay Updated: Continuously update job knowledge by participating in training and staying informed about new products, services, and company policies. Maintain Professionalism: Exhibit a patient, courteous, and professional demeanor at all times, even in challenging situations. Qualifications and Skills: Education: High school diploma or equivalent required. A college degree is a plus. Experience: Previous experience in a call center, customer service, or a related role is preferred. Communication Skills: Excellent verbal and written communication skills in (Language(s) required, e.g., English, Hindi). Must be an active and empathetic listener. Computer Proficiency: Strong computer skills and familiarity with CRM software, databases, and general office applications. Problem-Solving Skills: Ability to diagnose issues, analyze information, and provide effective solutions. Multi-tasking: Ability to handle multiple tasks simultaneously in a fast-paced environment. Adaptability: Capability to handle different personality types and adapt to changing situations. Team Player: Ability to work well in a team environment and collaborate with colleagues to achieve common goals. Work Environment: This role may require working flexible hours, including evenings, weekends, and holidays. The position involves sitting for extended periods and using a headset. Job Type: Full-time Pay: ₹10, ₹14,000.00 per month Benefits: Cell phone reimbursement Internet reimbursement Leave encashment Work Location: In person

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