Call Center Agent

6 days ago


Quezon City, National Capital Region, Philippines Polaris Careers Full time

A Customer Service Representative (CSR) in a call center handles customer inquiries, resolves issues, and provides information about products or services, typically through phone, email, or chat.

Key Responsibilities:
  1. Answering Customer Inquiries: CSRs answer customer questions about products, services, orders, and other related topics.
  2. Resolving Customer Issues: They address and resolve customer complaints, technical problems, and other issues.
  3. Providing Information: CSRs provide accurate and up-to-date information about products, services, and company policies.
  4. Processing Orders and Payments: They may handle order placement, payment processing, and order tracking.
  5. Handling Returns and Exchanges: CSRs assist customers with returns, exchanges, and refunds.
  6. Gathering Customer Feedback: They collect customer feedback to help improve products, services, and customer experience.
  7. Maintaining Accurate Records: CSRs keep detailed records of customer interactions and transactions.
  8. Using Active Listening: They actively listen to understand customer needs and concerns.
  9. De-escalation Techniques: They use de-escalation techniques to handle difficult or angry customers.
  10. Upselling and Cross-selling: They may be responsible for upselling or cross-selling products and services.
  11. Collaborating with Other Departments: They may need to collaborate with other departments to resolve customer issues.
  12. Adhering to Company Policies and Procedures: They must adhere to all company policies and procedures.
  13. Participating in Training: They participate in ongoing training and development programs to improve their skills and knowledge.
  14. Meeting Performance Targets: They strive to meet or exceed performance targets, such as call volume, resolution time, and customer satisfaction scores.
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