Objectives of this role

• Handle a large volume of inbound and outbound calls in a timely manner
• Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary
• Identify customer needs, research issues, resolve complaints, and provide solutions
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team
• Recommend improvements for systems and processes to boost organizational efficiency

Responsibilities

• Memorize scripts for products and services, and refer to them during calls
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
• Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
• Create and maintain record of daily problems and remedial actions taken, using call-center database
• Leverage data and insights gathered by the call center to recommend and influence process improvements

Required skills and qualifications

• Graduate
• Experience working in a call center or customer-support role
• Strong active-listening and verbal-communication skills
• Proficiency in problem-solving
• Ability to multitask and manage time effectively

Preferred skills and qualifications

• Expertise in conflict resolution
• Experience in customer sales