![]() ![]() What to Include in Your Call Center Agent Job Description If you are searching for a dynamic career opportunity with tremendous advancement opportunities, HGA Corporation is the answer. Our e-commerce business offers innovative products online to countless people across the United States. The rapid growth of the business has created a wealth of career opportunities. The HGA Corporation is one of the most profitable finance companies in the nation. Ability to handle stressful situation appropriately.Superior listening, verbal, and written communication skills.Knowledge of customer service practices and principles.1-3 years of experience in a call center environment. ![]() Proficient in relevant computer applications.Follow up customer calls where necessaryĬall Center Agent Qualifications and Skills.Recognize, document, and alert the management team of trends in customer calls.Document all call information according to standard operating procedures.Research, identify, and resolve customer complaints using applicable software.Research required information using available resources.Provide product and service information to customers.Identify and escalate issues to supervisors.Sell products and place customer orders in the computer system.Management and resolve customer complaints.Answer incoming calls and respond to customer’s emails.Call Center Agent Job Responsibilities and Duties: You will also inform customers of the product terms and features and project a professional company image through voice and online interactions. ![]() You will be a member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone. You will answer incoming calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.We have included below an example of Call Center Agent job description to provide guidance when drafting a great job description that will attract the top performers.Capable of identifying problems and immediately reacting to situations of different natures such as angry customers, complaints, and special requests.Ability to work for long hours and under pressure.Capable of understanding customers’ problems and directing them in the right channel.Possesses effective communication skills that enable him/her to utilize building sales and marketing techniques.The capability of understanding market trends and channeling them leading to effective customer care solutions.No previous experience is required for this role any experience would be treated as an advantage.Capable of using technology systems and tools such as Microsoft Office.B1-B2 Good in English & Arabic Languages.Performs any additional responsibilities as advised by the Line Manager/Supervisor.Demonstrates willingness and cooperation in learning new initiatives and methodologies that add value to the overall performance.Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards, and productivity.Demonstrates thorough understanding of the Contact Center core activities & functionalities, supports the team in day-to-day operations ensuring maximum productivity, flexibility, and cooperation are achieved.Converts lead calls to Contact Center sales agents and field sales agents as needed and follows up with customers to ensure enquiries been responded to effectively.ensuring monthly targets are met thus increasing revenue and sales. Promotes the company’s products and services through cross-selling such as ancillaries, holiday packages, loyalty programs, etc.As needed, escalates complaints to concerned parties in Contact Center or any other division and follow up on action taken. ![]()
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