We are seeking a dedicated and customer-focused Call Center Agent to join our team. The Call Center Agent will be responsible for handling incoming and outgoing calls with clients to provide information, resolve issues, and ensure customer satisfaction. This role requires excellent communication skills, problem-solving abilities, and a professional demeanor to maintain a high standard of customer service.
Responsibilities
- 1- Answer incoming calls and respond to customer inquiries in a professional and courteous manner.
- 2-Reaching out to existing customers to ensure satisfaction, resolve issues.
- 3-Conducting surveys to gather customer feedback about products, services, or overall customer experience.
- 4- Provide technical support to customers experiencing internet connectivity issues, router configuration problems, or other related concerns.
- 5- Use simple language to explain the problems that faced the customers.
- 6- Assist customers with billing inquiries, service upgrades, downgrades, and cancellations.
- 7- Troubleshoot and resolve customer complaints or service-related issues, escalating complex problems to the appropriate department when necessary.
- 8- Maintain accurate and detailed records of customer interactions, inquiries, and complaints using the company's customer support software.
- 9- Stay up to date with the company's products, services, and promotions to provide accurate information to customers.
- 10- Follow up with customers to ensure their issues are resolved and provide feedback regarding any necessary improvements.
- 11- Adhere to call center metrics, including call handling time, first call resolution, and customer satisfaction targets.
- 12- Collaborate with other departments, such as technical support, sales, and billing, to resolve customer issues efficiently.
Must Have
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- Bachelor's degree
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- At least 1-2 years of experience in a customer service or call center role
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- The ability to handle customer inquiries and complaints effectively.
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- Possessing excellent verbal and written communication skills
- - Ability to analyze customer issues, identify root causes, and propose effective solutions.
- - Prioritizing tasks, managing call handling time.
- - Having the ability to handle customer complaints or conflicts in a calm and professional manner
- - Being knowledgeable about the specific services offered by the ISP company
- - familiarity with customer relationship management (CRM) software.
- - Knowledge in FTTH Connectivity.