Call Center Representative

از راه دور

⚡ پشتیبانی کنید

Call Center Representative work in a call center setting surrounded by other call center employees answering customers’ questions and referring them to the necessary resources to solve their problems. They usually follow a script with prepared responses based on customer’s questions and replies. After working closely with the customers to resolve their issues, some Call Center Representatives may try to sell additional products that may benefit the customers and may receive additional compensation for this sale. Most Call Center Representatives are responsible for keeping records of information received in conversations and log it into the call center database.

یک Call Center Representative چه می کند؟

A Call Center Representative, or Call Center Agent, takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers needs or issues and providing helpful solutions to their problems.

مسئولیت ها

A Call Center Representative باید بتواند وظایف و مسئولیت‌های مختلفی را انجام دهد. موارد زیر برخی از وظایف و مسئولیت‌هایی است که یک Call Center Representative باید بتواند انجام دهد:

Take customer calls and provide accurate, satisfactory answers to their queries and concerns
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Call clients and customers to inform them about the company’s new products, services and policies
Guide callers through troubleshooting, navigating the company site or using the products or services
Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
Collaborate with other call center professionals to improve customer service
Help to train new employees and inform them about the company’s customer management policies

مهارت های مورد نیاز

نام رقابتی دارای مهارت‌ها و صلاحیت‌های خاصی است، از جمله:

Strong communication, both written and verbal
Great active listening skills
Exceptional interpersonal and rapport building skills
A patient and empathetic attitude
Strong time management and organizational skills
Adaptability and flexibility
Comfortable working in fast-paced environments
Troubleshooting skills, either basic or advanced, depending on the role and industry

پیشنهادات مشابه

اگر برای موقعیت‌های مرتبط با Call Center Representative استخدام می‌کنید، به شرح وظایف ما برای نقش‌های مشابه مراجعه کنید:

Case Manager