Job Description
Call Center Agent
Call Center Agent Summary
A Call Center Agent, or Call Center Representative, takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers’ needs or issues, and providing helpful solutions to their problems.
Call Center Agent Responsibilities Include:
- Manage large amounts of inbound and outbound calls in a timely manner
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Guide callers through troubleshooting, navigating the company site, or using the products or services
- Keep records of all conversations in the call center database in a comprehensible way
Skills and Qualification Requirements Include:
1+ years of customer service, sales, or call center experience
Excellent interpersonal communication and listening skills
Familiarity with CRM systems and practices
Ability to multitask, set priorities and manage time effectively
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