Call Center Representative

You will responsible for handling inbound and outbound calls as part of a customer service or sales campaign. The representative will engage with customers to assist, provide information, resolve issues, or promote products and services. The position involves high levels of communication skills, problem-solving, and meeting performance targets.

Key Responsibilities: Inbound Campaigns:

Answer Incoming Calls: Handle calls from customers regarding inquiries, issues, complaints, or service requests in a professional and timely manner.
Provide Customer Support: Resolve customer queries by providing information or troubleshooting product or service-related issues.
Manage Orders and Requests: Process orders, schedule appointments, or handle service requests as needed.
Maintain CRM: Update customer information and interactions in the Customer Relationship Management (CRM) system.
Upsell or Cross-sell Products: Identify sales opportunities during service calls and inform customers about additional products or services that may suit their needs.
Achieve Service Goals: Meet performance metrics such as call handling time, customer satisfaction scores, and resolution rates.

Outbound Campaigns:

Make Outbound Calls: Reach out to potential or existing customers for sales, surveys, follow-ups, or service reminders.
Lead Generation: Qualify and convert leads into customers by promoting products or services through clear communication and persuasive techniques.
Promote Offers and Products: Explain features, benefits, and pricing of products or services to customers.
Appointment Setting: Schedule product demos, consultations, or service appointments through outbound calls.
Follow-up and Customer Engagement: Reconnect with customers for feedback, updates, or to check on satisfaction after previous interactions.
Track Progress and Report Metrics: Monitor campaign success and provide feedback on the effectiveness of outbound efforts.

Skills & Qualifications:

Communication Skills: Clear, concise, and professional communication (both verbal and written).
Customer Service Focus: Ability to empathize with customers and provide excellent service in all situations.
Sales Skills (for outbound campaigns): Persuasion and negotiation skills for upselling, cross-selling, and converting leads.
Problem-Solving: Ability to address and resolve customer issues effectively and promptly.
Multitasking: Manage multiple systems, applications, or tasks during calls.
Technical Proficiency: Comfortable with CRM software, call center tools, and basic computer applications.
Goal-Oriented: Ability to meet individual and team performance targets consistently.

Experience & Education:

High school diploma or equivalent required; associate's degree or higher preferred.
Previous call center, customer service, or sales experience is a plus but not required.

Working Hours: