How Customer Service Representative is a Backbone for any Business A customer care representatives is an intermediary between a company and its customers, handling customer' inquiries problem and other issue to ensure customer satisfaction. The call center job description provide a clear understanding of the call center agent's role of both outbound call center and inbound call center. Agents deal with customer via telephone, internet, e-mail and live chat. They work in telephone call center or multimedia call center, handling a variety of functions, including customer service, technical support, telesales and customer contact. The call center function varies form one industry to the next, but there are numerous tasks and skills common to most call center jobs regardless of company specifics. Agents make an important contribution to customer satisfaction by providing a quick, valuable and affable service to callers. Skills of Customer Care Representative Call center agents must have interpersonal skills to understand customers problems or complaints and deal effectively to the people who may be worried, disappointed or annoyed. They must be able to learn quickly so they can acquire the product's knowledge to answer customers' question meticulously. They must have good knowledge of telephone and computer systems so they can use call center systems efficiently. Qualifications According to the U.S Board of Labor Statistics, employees in customer service jobs, such as call center agents generally require a high school diploma, but one must also remember, experience plays a vital role in this. Employees must be willing to work at the times required by call center managers and some positions include evenings, weekends and public holidays. Call Handling Handling incoming telephone call is the main responsibility for call center agents. However, agents must also deal with customers who choose to contact call center via e-mails, phone calls, web chat or social media. When agents, bring up their details on computer screen so they can refer to sales or service records and identify any previous issues that might affect the response. After the call, agents update the customer's records with details of the inquiry and the response. Outbound Calls Call center may outbound calls during quiet periods. They may make courtesy call to check customer's detail or ask if they were satisfied with the service they received. To increase sales, they may make calls to the customers who have recently purchase a product to offer them information on other products of interest. Essential Duties and Responsibilities • • • •
Receive inbound calls including transferred sales leads and calls from current and potential customers. Place outbound follow-up calls to sales leads and persuade potential customers to complete and submit an application. Answer questions about the product details, the company and the issues with account for the customers. Perform basic account maintenance activities.
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Meet quality assurance requirements and other key performance metrics.
Working directly with customers, call center agents may spend some of their workday handling general clerical duties or learning company policies and procedures. On the other hand, in some companies call center representatives also sell products and suggests upgrades to customers.