Call Center Agent

Job description:

We are looking for a Call Centre Agent to manage incoming and outgoing customer calls with professionalism, efficiency, and empathy. The ideal candidate will be a good communicator with strong problem-solving skills, capable of handling a high volume of calls while delivering excellent customer service.

Key Responsibilities:

• Answer incoming calls and respond to customer inquiries in a timely and professional manner
• Make outbound calls to follow up on customer issues, sales leads, or satisfaction surveys (if applicable)
• Provide accurate information about products, services, and company policies
• Resolve customer complaints or escalate complex issues to supervisors or relevant departments
• Update customer records and call details in the system (CRM or call center software)
• Meet or exceed daily call handling targets and quality standards
• Follow communication scripts, guidelines, and procedures when handling calls
• Maintain confidentiality and adhere to data protection regulations
• Participate in ongoing training and development sessions

Qualifications and Skills:

• High school diploma or equivalent; additional education is a plus
• Proven experience in a call centre or customer service role preferred
• Excellent verbal and written communication skills
• Strong listening and problem-solving abilities
• Ability to work under pressure and handle difficult customers with professionalism
• Proficiency in basic computer applications and call center systems (e.g., CRM software)
• Team player with a positive attitude and willingness to learn