We are expanding our team and looking for dynamic individuals to join us as Call Centre Representatives. As a Call Centre Representative, you will be responsible for handling inbound and outbound calls, addressing customer inquiries, providing information, resolving issues, and ensuring a positive customer experience.
Responsibilities
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
- Building lasting relationships with clients and other call centre team members based on trust and reliability.
- Utilizing software, databases, scripts, and tools appropriately.
- Understanding and striving to meet or exceed call centre metrics while providing excellent consistent customer service.
- Making sales or recommendations for products or services that may better suit client needs.
- Taking part in training and other learning opportunities to expand knowledge of company and position.
Requirements
- Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
- Understanding of company products, services, and policies.
- Ability to ask prying questions and diffuse tense situations.
- Strong time management and decision making skills.
- Adaptability and accountability.