Job Title: Call Center Agent

Department: Customer Support / Operations

Employment Type: Full-Time

Job Summary:

A Call Center Agent is responsible for handling inbound and/or outbound customer interactions to assist with inquiries, resolve issues, and provide excellent customer service. The role requires strong communication skills, problem-solving abilities, and the ability to work in a fast-paced environment while meeting performance targets.

Key Responsibilities:

• Answer incoming calls or make outbound calls to customers in a professional and timely manner
• Provide accurate information about products, services, billing, and company policies
• Troubleshoot basic technical or account-related issues
• Process orders, returns, refunds, and account updates
• Document customer interactions and resolutions in the system
• Escalate complex concerns to the appropriate department when necessary
• Meet or exceed key performance indicators (KPIs) such as AHT, CSAT, quality scores, and attendance

Qualifications:

• High school graduate or equivalent (College level/graduate is an advantage)
• With or without call center experience
• Good English communication skills
• Basic computer navigation skills
• Willing to work onsite and on shifting schedules, including night shifts
• Strong customer service orientation and problem-solving skills

Skills Required:

• Active listening and empathy
• Multitasking and time management
• Adaptability and ability to work under pressure
• Teamwork and professionalism