CALL CENTER AGENT – INBOUND CUSTOMER SERVICE & ORDERS

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Brief description

The position of call center agent (inbound customer services & orders) consists of interacting with customers to provide information in response to inquiries about products and services, taking orders, analyzing customer problems, and handling and resolving complaints.

Tasks

  • Alert supervisors when there is an absence of information in the Knowledge Base;
  • Assist less experienced representatives, as necessary;
  • Develop and maintain knowledge of all services and equipment offered by the company;
  • Establish and maintain effective relationships with customers by gaining their trust and respect;
  • Explain service contract provisions to dissatisfied customers;
  • Keep current with program information, trends and developments in your field;
  • Keep records of customer interactions and transactions;
  • Obtain details of complaints and account cancellations;
  • Offer alternative solutions with the objective of retaining customer business;
  • Utilize a variety of systems and web-based tools to research & resolve customer issues.

Qualifications and requirements

  • A high school diploma or equivalent;
  • Ability to give full attention to what other people are saying, and to actively look for ways to help people;
  • Ability to persuade others to change their minds or behavior.

Competencies (in order of importance)

  • Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
  • Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
  • Concern for Others — Job requires being sensitive to others‘ needs and feelings and being understanding and helpful on the job.
  • Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.

Lines of communication

  • Please Identify where the position fits within the hierarchy of your organization.

 Working conditions

  • Please indicate if the position is full time or part time. Also list any unique working conditions (such as working hours) that the candidate should know about.