Jobs Listing

Title CALL CENTER AGENT
Salary Negotiable
Start Date 2013-01-07
Location USA
Job Information

Inbound Call Center

General Purpose

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Main Job Tasks and Responsibilities

answer calls professionally
respond to customer inquiries
research required information using available resources
handle and resolve customer complaints
provide customers with product and service information
enter customer information
process orders, forms and applications
identify and escalate priority issues
route calls to appropriate resource
follow up customer calls where necessary
complete call logs
produce call reports
Education and Experience

proficient in relevant computer applications
knowledge of customer service principles and practices
knowledge of call center telephony and technology
six months or more experience in a call center environment
customer service experience
good data entry/keyboard skills
knowledge of administration and clerical processes
relevant product knowledge
Key Competencies

verbal and written communication skills
listening skills
problem analysis
problem solving
customer service orientation
organizational skills
attention to detail
initiative
judgment
adaptability
team work
stress tolerance
resilience

Outbound Call Center

General Purpose

Interact by phone with outside parties to solicit orders for goods or services, request donations, make appointments, collect information or conduct follow-up.

Main Job Tasks and Responsibilities

contact businesses or private individuals by phone
deliver prepared sales scripts to persuade potential customers to purchase a product or service or make a donation
describe products and services
respond to questions
obtain customer information
obtain possible customer leads
data entry and maintenance of customer/potential customer data bases
follow up on initial contacts
maintain records of telephonic interactions, orders and accounts
Education and Experience

proficient in relevant computer applications
good keyboard skills
knowledge of sales principles and methods
knowledge of customer service principles and practices
knowledge of call center telephony and technology
sales experience
Key Competencies

communication skills – written and verbal
persuasiveness
problem solving
adaptability
initiative
judgment
tenacious
resilient
negotiation skills
work under pressure
high energy level
planning skills

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