Answer inbound calls as well as assist customers who have specific inquiries
Build customer’s interest in the services and products offered by the company
Provide personalized customer service of the highest level
Update the existing databases with changes and the status of each customer/prospective customer
Arrange for the dispatch of products, information packages, brochures etc. to clients and other interested parties
Follow up the calls of the client with clerical duties which includes faxing, filling up paperwork, doing checks on credit references as well as liaising with other departments
Besides the job related skills, a call center agent also requires the following qualities:
Pleasant and friendly mannerism
Basic computer knowledge/technological skills- the person should be adept in using search tools, browsers and also email features; attaching files to correspondence, utilizing tracking and management features, including familiarity of CRM solutions
Good verbal and oral communication skills- fast and correct typing, ability to create grammatically correct responses without any spelling errors. The person should also know what to write while utilizing web communication, be able to quickly recognize signals of a disgruntled customer and be able to respond without getting angry
Ability to comprehend, capture as well as interpret basic customer information
Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization
Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
Punctuality
Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments
Analyze the various parts of a problem properly and develop logical solutions
Quality management- look for means of improving as well as promoting quality
Ability to make efficient use of resources
High level of motivation
Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed
Good social skills
Ability to meet tight deadlines
Attention to detail
A sound knowledge of telephone etiquette
