Contact Center Agent

Job Brief

The Contact Center Agent attracts potential customers by answering product and service questions; suggesting information about products and services. Rely on instructions and pre-established guidelines to perform the job functions. Works under immediate supervision and typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Responsibilities

• Maintain customer service quality by providing exceptional interaction and problem-solving skills.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution.
• Manage high call volume, handle complaints, provide appropriate solutions and alternatives within the time limits, and follow u...