Call Center Representative

Responsibilities

• Manage the amounts of inbound and outbound calls promptly.
• Follow communication scripts” when handling different topics.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of all conversations in our call centre database in a comprehensible way
• Frequently attend educational updates and training to improve knowledge and performance level.
• Meet personal/team qualitative and quantitative targets.
• Manage and keep a record of other operational tasks assigned daily
• Perform regular data audits, clean-up, and deduplication tasks
• Collaborate with sales and operations teams to gather and validate data
• Use Excel functions (VLOOKUP, Pivot Tables, etc.) to analyse and present data insights.
• Handle confidential customer information with a high degree of integrity and professionalism.

Requirements and skills

• Previous experience in a customer support role
• Track record of over-achieving quota
• Strong phone and verbal / Non-verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively.
• Graduate
• Strong expertise in Microsoft Excel (PivotTables, advanced formulas, data validation, charts, etc.)
• Ability to work with large datasets accurately and efficiently.
• Strong attention to detail and problem-solving skills.