We are seeking a dedicated and proficient Contact Center Agent to join our dynamic team in the Consumer Services sector. In this critical role, you will serve as the first point of contact for our valued customers, providing exceptional service and support. Your primary responsibility will be to handle inbound and outbound calls, addressing customer inquiries and concerns with professionalism and efficiency. You will play a crucial role in enhancing customer satisfaction and loyalty by effectively resolving issues and providing accurate information about our products and services. 

Responsibilities

• Handle incoming calls from customers and provide accurate information and assistance.
• Resolve customer complaints and issues in a timely and effective manner.
• Document customer interactions and maintain detailed records within the customer relationship management system.
• Assist with outbound calls for follow-ups, surveys, and promotional campaigns.
• Provide product and service information to customers and guide them through processes as necessary.
• Collaborate with team members and other departments to ensure customer needs are met.
• Monitor and report on-call metrics and performance to management.

Skills

Requirements

• High school diploma or equivalent; further education or certifications in customer service is a plus.
• Proven experience in a customer service or contact center role is preferred.
• Excellent verbal and written communication skills are essential.
• Ability to navigate multiple software applications while engaging with customers on calls.
• Strong problem-solving skills and ability to think critically under pressure.
• Demonstrated ability to handle difficult situations with professionalism and empathy.
• Flexibility to work various shifts, including evenings and weekends, as needed.