Customer Service Representative/Call Center Agent

Customer Service Representative / Call Center Agent — Role Description

The Customer Service Representative / Call Center Agent is responsible for handling customer inquiries, providing product or service information, resolving issues, and ensuring a positive customer experience. This role involves responding to customer contacts through phone, email, chat, or other communication channels. The agent will follow established procedures, maintain accurate records, and support overall customer satisfaction goals.

The ideal candidate is patient, customer-focused, and able to communicate clearly and professionally while managing multiple tasks in a fast-paced environment.

Key Responsibilities

Respond to customer inquiries promptly via phone, email, or live chat.

Provide accurate information regarding products, services, policies, and procedures.

Assist customers with account issues, order status, billing inquiries, and troubleshooting.

Handle customer complaints or concerns and escalate issues when necessary.

Maintain detailed and accurate records of customer interactions.

Follow scripts, guidelines, and standard operating procedures to ensure consistent service.

Meet performance targets such as response time, call quality, and customer satisfaction scores.

Collaborate with internal teams to resolve customer issues efficiently.

Provide feedback to help improve processes, customer experience, and service quality.

Maintain a professional, empathetic, and customer-centric attitude at all times.

Qualifications (No Experience Mentioned)

Strong verbal and written communication skills.

Ability to remain calm, patient, and professional when dealing with customers.

Good problem-solving and active-listening abilities.

Basic computer literacy and ability to navigate multiple systems simultaneously.

Ability to follow procedures, scripts, and company guidelines.

Strong attention to detail and accuracy in data entry.

Ability to work collaboratively within a team environment.

Positive attitude and willingness to learn new skills.

Flexibility to work in shifts if required by business needs.

• High school diploma or above (or equivalent qualification).