Call Center Representative

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⚡ Mendukung

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.

Apa pekerjaan seorang Call Center Representative?

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.

Tanggung jawab

Call Center Representative harus mampu memenuhi berbagai tugas dan tanggung jawab. Berikut ini adalah beberapa tugas dan tanggung jawab yang harus dapat dilakukan oleh Call Center Representative:

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

Keterampilan yang Diperlukan

Call Center Representative yang kompetitif akan memiliki keterampilan dan kualifikasi tertentu, termasuk:

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

Penawaran serupa

Jika Anda merekrut untuk posisi yang terkait dengan Call Center Representative, lihat deskripsi pekerjaan kami untuk peran serupa:

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