Call Center Agent

Job Title: Call Center Agent

Location: Bangalore, India

Job Summary:

We are seeking a highly motivated and customer-focused Call Center Agent to join our team. The ideal candidate will be responsible for managing inbound and outbound calls, addressing customer inquiries, resolving issues, and ensuring excellent service delivery.

Key Responsibilities:

Customer Interaction:

• Handle a high volume of incoming and outgoing calls professionally and efficiently.
• Respond to customer inquiries, complaints, and requests with a friendly and positive attitude.

Problem Resolution:

• Identify customer needs and provide appropriate solutions or escalate issues to the relevant department.
• Maintain a high level of product and service knowledge to offer accurate assistance.

Documentation and Reporting:

• Log customer interactions and transactions accurately in the system.
• Maintain detailed records of customer inquiries, complaints, and feedback.

Quality Assurance:

• Follow communication scripts and guidelines to ensure consistency and compliance with company standards.
• Meet or exceed performance metrics, including call handling time, customer satisfaction, and resolution rates.

Team Collaboration:

• Work collaboratively with team members and other departments to ensure seamless service delivery.
• Participate in training sessions and team meetings to enhance skills and knowledge.

Required Qualifications:

• High school diploma or equivalent; college degree preferred.
• Proven experience as a Call Center Agent or in a similar customer service role.
• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Familiarity with CRM systems and call center software.
• Ability to handle stressful situations and remain calm under pressure.
• Flexible to work in shifts, including evenings, weekends, and holidays if required.

Preferred Qualifications:

• Proficiency in multiple languages is an advantage.
• Knowledge of the company's products, services, and industry.
• Prior experience in a fast-paced, high-volume call center environment.