Call Center Representative

Job Purpose

Providing excellent customer service by handling inbound and outbound calls, addressing customer inquiries, resolving issues, and promoting products or services. Ensure customer satisfaction, support customer retention, and contribute to the overall success of the company through effective communication and problem-solving skills.

Key Accountability Areas

Toll-Free Call Reception and Customer Needs Identification:

• Receive all incoming calls on the toll-free number, promptly identifying customer needs and providing appropriate solutions through active listening.

Ticket Creation and Data Entry:

• Create tickets in the Cloud for Customers system with all necessary information, accurately documenting requests such as maintenance, inquiries, commercial complaints, service requests, and warranty letters, while ensuring the accuracy of data entry.

Ticket Assignment and Follow-Up:

• Assign tickets to the relevant parties based on the nature of the request and follow up on pending tickets to ensure they are closed in accordance with established guidelines, maintaining communication with customers throughout the process.

Call Transfer Management and Information Sharing:

• Transfer all calls from the Unified Number to the appropriate internal extensions and share accurate information with customers when requested, maintaining professionalism in all interactions.

Professional Call Behavior and Outgoing Call Campaigns:

• Maintain the right behavior during calls as per established protocols, and run outgoing call campaigns to engage customers for follow-ups or promotions.

Role Accountability

HR Proficiency:

Delivery:

Problem-Solving:

Quality:

Business Process Improvements:

Compliance:

Health, Safety, and Environment:

Academic Qualification

Work Experience

Technical / Functional Competencies