Full job description
We are searching for a professional call center representative to work closely with other team members to provide outstanding service to our customers by answering questions, and handling clients’ complaints. The call center representative will handle incoming calls and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their calls, address all questions or complaints, and provide an accurate and efficient response.
RESPONSIBILITIES
· Handling incoming calls and providing appropriate and correct information to customer queries and registering them in CRM.
· Follow up with Sales Agents regarding leads registered in CRM.
· Handling outgoing calls to leads that are closed either won or lost in order to attain Customer feedback.
· Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
· Providing timely feedback to company management regarding challenges or customer concerns.
· Taking full information of incoming calls and social media in order to properly assign leads to sales Agents.
· Maintaining incoming leads from Property listing platform, social media, email and incoming calls.
· Issuing tickets on CRM for agents that miss the window of contacting leads assigned.
· Weekly update of dashboard and sales table.
· Upload data on website on a monthly basis.
REQUIREMENTS:
· Exceptional customer service, active listening, verbal and written communication skills, and professional phone voice.
· Proficiency with computers, especially with CRM software, and strong typing skills.
· Strong time management and decision-making skills.
· Adaptability and accountability.
· Fluency in English language.
Job Type: Full-time
Experience:
- call center: 1 year (Required)
Language:
- English (Required)
The duties of customer service representatives typically involve providing assistance and support to customers before, during, and after they make a purchase or use a product or service. Here are some common duties:
- Answering Inquiries: Customer service representatives respond to customer inquiries via various channels such as phone, email, live chat, or social media. They provide information about products, services, pricing, policies, and procedures.
- Resolving Issues: They address customer concerns, complaints, or issues efficiently and effectively. This may involve troubleshooting problems, investigating errors, and finding suitable solutions to ensure customer satisfaction.
- Processing Orders: Customer service representatives assist customers with placing orders, processing payments, and tracking shipments or deliveries. They ensure accuracy and efficiency throughout the order fulfillment process.
- Providing Technical Support: In cases where products or services require technical assistance, customer service representatives may provide basic technical support or escalate complex issues to specialized technical teams.
- Handling Returns and Refunds: They manage product returns, exchanges, and refund requests according to company policies. This includes issuing return authorizations, processing refunds, and facilitating product replacements.
- Educating Customers: Customer service representatives educate customers about product features, benefits, and usage instructions. They may also offer suggestions or recommendations to help customers make informed purchasing decisions.
- Building Relationships: They cultivate positive relationships with customers by providing personalized assistance, demonstrating empathy, and showing genuine interest in addressing their needs and concerns.
- Upselling and Cross-selling: Customer service representatives may identify opportunities to upsell or cross-sell additional products or services to customers based on their needs or preferences.
- Maintaining Records: They accurately document customer interactions, inquiries, complaints, and resolutions in the company’s CRM (Customer Relationship Management) system for future reference and analysis.
- Continuous Improvement: Customer service representatives provide feedback to management regarding common customer issues or trends, contributing to ongoing improvements in products, services, and processes.
Overall, the primary goal of customer service representatives is to ensure a positive customer experience and foster long-term customer loyalty. Their duties are essential for maintaining customer satisfaction, retention, and ultimately, the success of the business.
