Purpose of the Position
As a Call Center Agent, you will manage a high volume of inbound and band calls. The Call Center Agent is a quick learner who can memorize scripts and adapt them as needed as issues arise during a call. They will handle various critical supportive tasks, providing answers, insights, instruction, and purchase assistance. As the voice of our company, the call center agent must have excellent communication, interpersonal skills, and enthusiasm for helping consumers and driving satisfaction.
Key Responsibilities & Duties
- Assisting customers with their inquiries and issues by offering the right answers and solutions
- Being client-oriented and assuring client satisfaction and a high level of service quality
- Providing professional customer service solutions to customers over the phone and emails
- Being a team player and participate in the success of the team and project
- Memorize scripts for products and services, and keep handy for reference during calls
- Build positive relationships by going above and beyond with customer service, ensuring all questions, cancellations and confirmations are addressed and followed up appropriately
- Identify opportunities to drive sales and revenue with the company’s existing product suite, and seize opportunities to upsell services whenever possible
- Be well-read on company policies and the website for FAQs or policy related
- answers
- Create and maintain case management records of daily problems and remedial actions taken in a call center database
Skills & Requirements
- 1+ year experience in a call center or customer support role
- Fluent in Arabic, English and Kurdish
- Strong active listening skill and verbal communication
- Adept at problem-solving and conflict resolution
- Skilled in documentation and note-taking during calls
- Excellent data entry skills
