Call Center Representative

5 days ago

Iloilo City, Philippines EXL Service Phillipines Full time

Overview

The Call Center Representative serves as the primary point of contact for customers, providing exceptional service and support by handling inquiries, resolving issues, and offering solutions. This role requires strong communication, problem-solving skills, and a customer-focused approach to maintain satisfaction and loyalty.

Responsibilities
  • Handle inbound and outbound calls in a professional and courteous manner.
  • Assist customers with inquiries, complaints, and product or service-related issues.
  • Provide accurate information regarding products, services, and policies.
  • Troubleshoot problems and escalate complex issues to the appropriate department.
  • Document customer interactions and update account information in the CRM system.
  • Meet or exceed performance targets, including response time, customer satisfaction, and call resolution rates.
  • Follow call scripts, company guidelines, and compliance standards.
  • Conduct follow-ups to ensure customer satisfaction and issue resolution.
Qualifications
  • High school diploma or equivalent (Bachelor’s degree preferred in some cases).
  • Proven experience in customer service or call center roles is an advantage.
  • Excellent verbal and written communication skills.
  • Strong problem-solving and active listening abilities.
  • Proficient in using computers, CRM tools, and call center software.
  • Ability to work in a fast-paced environment and handle high call volumes.
  • Multitasking and organizational skills.
  • Flexibility to work in shifts, including weekends and holidays if required.
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