Call Center Agent

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Job Description

Key Responsibilities:

  • Answer incoming calls from customers promptly and professionally.
  • Listen actively to customers’ inquiries, concerns, and requests with empathy and understanding.
  • Provide accurate information and assistance to customers regarding products, services, orders, billing, and other inquiries.
  • Process customer orders, payments, and returns accurately and efficiently using computer systems or order management software.
  • Identify and escalate complex issues or inquiries to appropriate departments or supervisors for resolution.
  • Follow company policies and procedures for call handling, customer service, and data privacy.
  • Maintain accurate records of customer interactions and transactions in the customer relationship management (CRM) system.
  • Meet or exceed performance metrics, including call handling time, customer satisfaction, and first call resolution rate.
  • Collaborate with team members and supervisors to share knowledge, support colleagues, and improve overall team performance.
  • Stay informed about company products, services, promotions, and policies to provide accurate information to customers.

Requirements:

  • High school diploma or equivalent.
  • Previous experience in customer service, call center, or a related field.
  • Excellent communication and interpersonal skills, with the ability to build rapport and connect with customers over the phone.
  • Strong listening and problem-solving skills, with the ability to understand customers’ needs and provide effective solutions.
  • Basic computer skills and proficiency in using call center software, CRM systems, and Microsoft Office applications.
Area
Dubai