Call Agent Job Summary
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. 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 also inform customers of the product terms and features and project a professional company image through voice and online interactions.
Call Agent Job Responsibilities and Duties:
● Answer incoming calls and respond to customer’s emails
● Manage and resolve customer complaints
● Identify and escalate issues to supervisors
● Provide product and service information to customers
● Research required information using available resources
● Research, identify and resolve customer complaints using applicable software
● Route calls to appropriate resources
● Document all call information according to standard operating procedures
● Recognize, document, and alert the management team of trends in customer calls
● Follow up customer calls where necessary
● Complete call logs and reports
●Assist customers with any billing inquiries
● Other duties as assigned
Requirements
● Previous experience in a customer support role
● Track record of over-achieving quota
● Strong phone and verbal communication skills along with active listening
● Familiarity with CRM systems and practices (salesforce experience would be an asset)
● Customer focus and adaptability to different personality types
● Ability to multi-task, set priorities and manage time effectively
● High school degree
Benefits and Perks
● Market competitive total compensation package
● Generous vacation policy - 80 hours per year starting package
● Work-life balance
● 3 paid flex days in 1st year. 6 flex days after 1 year
● (4x4 shift) 4 days work week followed by 4 days off
● Work hours will be from 9 am to 7 pm MST/8:30 pm to 6:30 am IST