IT Support – Call center

PURPOSE / OBJECTIVE:

• Call Center Representative will work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints,  troubleshooting problems and recording accurate information into the CRM.  The Call Center Representative may handle a high volume of inbound and outbound calls and should seek to create a positive experience for each caller.

KEY RESPONSIBILITIES & DUTIES

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Quickly and correctly diagonize customer complaints and offer 1^st line of resolution.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Taking part in training and other learning opportunities to expand knowledge of company and position.

KNOWLEDGE, SKILLS AND ABILITIES (COMPETENCIES):    

At a minimum, the Call Centre Rep should have the following qualifications:

• Exceptional active listening, and verbal and written communication skills, professional phone voice.
• Customer-focused, detail oriented, and efficient
• Proficiency with computers.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision making skills.
• Polite, reliable, adaptability and accountability.

EDUCATION AND TRAINING:

• Degree / Diploma preferably in a IT related field