The Call Center Agent is responsible for handling a high volume of inbound and/or outbound calls and other customer communications (such as email, chat, or social media) with professionalism and efficiency. This role requires excellent communication, problem-solving skills, and a strong commitment to providing exceptional customer service. The agent will serve as the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive customer experience in line with company standards.

Key Responsibilities

• Handle Communications: Answer a high volume of inbound and/or make outbound calls and respond to other forms of communication (e.g., email, live chat) in a timely and professional manner.
• Customer Support: Identify and assess customers' needs to achieve satisfaction, providing accurate, complete, and valid information using the appropriate methods and tools.
• Issue Resolution: Resolve customer complaints, process orders, and provide information on products and services. Escalate complex issues to the appropriate internal teams when necessary.
• Documentation: Accurately document all customer interactions, transactions, comments, and complaints in the Customer Relationship Management (CRM) system.
• Adherence to Standards: Follow communication scripts when handling different topics and adhere to company policies, procedures, and quality standards.
• Product Knowledge: Maintain expert-level knowledge of the company's products, services, and policies to effectively guide customers.
• Performance Goals: Meet or exceed individual and team performance metrics, such as call volume, average handling time, first-call resolution, and customer satisfaction (CSAT) scores.
• Team Collaboration: Collaborate with team members and other departments to ensure consistent, high-quality service and smooth operations.