Call Center Agent

Job Title Call Center Agent
Sector Operations
Division Sales
Department Customer support
Section Contact center
Unit Inbound
Report To Inbound Manager
Main Job Purpose:
The primary objective of this role is to deliver high-quality customer service. This role involves handling
inbound calls, resolving inquiries, and providing accurate information about products and services.
Additionally, apply specialized knowledge to address customer needs, escalate complex issues when
necessary, and contribute to service excellence and customer satisfaction. Moreover, maintain detailed
records of interactions and support continuous improvement through feedback and adherence to
operational standards.
Duties & Responsibilities:
1. Respond promptly and professionally to inbound customer calls, ensuring a courteous and efficient
service experience.
2. Follow structured communication scripts and guidelines to address a wide range of customer
inquiries and service topics.
3. Identify customer needs accurately, clarify concerns, and provide appropriate solutions or
alternatives.
4. Handle inquiries and complaints with empathy, patience, and professionalism, aiming for first-call
resolution.
5. Deliver accurate and timely information regarding products, services, policies, and procedures.
6. Resolve customer issues effectively, escalating complex cases to second-line support when
necessary.
7. Maintain detailed and accurate records of customer interactions, transactions, and resolutions in
the contact center system.
8. Document call details in the CRM or call center database in accordance with data entry standards.
9. Identify opportunities to upsell or cross-sell relevant products and services based on customer needs
and eligibility.
10. Assist customers with product-related inquiries, offering guidance and support to enhance their
experience.
11. Promote additional services or offers that align with customer profiles and preferences.
12. Participate in ongoing training and development programs to enhance product knowledge,
communication skills, and service delivery.
13. Meet individual and team performance targets, including call handling time, quality scores, and
customer satisfaction metrics.
14. Contribute to continuous improvement initiatives by sharing feedback and suggestions for
enhancing service processes.
Behavioral Competencies:
1. Communication: Conveys information clearly and professionally to customers, ensuring mutual
understanding and positive interactions.
2. Collaboration: Works cooperatively with colleagues, shares knowledge, and contributes to team
goals and continuous improvement.
3. Problem-Solving: Identifies issues quickly, analyzes root causes, and implements effective solutions
to resolve customer inquiries efficiently.
4. Empathy: Demonstrates genuine concern and understanding of customer emotions and needs,
fostering trust and satisfaction.
5. Proactivity& Initiative-taking: Anticipates customer needs and potential issues, taking early action
to prevent problems and improve service outcomes. Act independently to address challenges,
suggest improvements, and contribute beyond assigned tasks without waiting for direction.
6. Getting Things Done: Demonstrates a strong drive to complete tasks efficiently and effectively,
ensuring timely resolution and follow-through.
Technical Competencies:
1. Call Center Systems Proficiency: Demonstrates effective use of telephony and CRM systems to
manage inbound calls, log interactions, and track customer issues accurately.
2. Data Entry Accuracy: Maintains high standards of accuracy and speed when entering customer data
and calling details into systems, ensuring data integrity.
3. Basic Troubleshooting: Applies foundational troubleshooting skills to resolve minor technical issues
related to call handling or system functionality.
4. Reporting & Performance Monitoring: Understands how to generate, interpret, and act on
performance reports (e.g., call handling time, resolution rates) to support continuous improvement.
5. Product & Service Knowledge: Maintains up-to-date understanding of company products, services,
policies, and procedures to provide accurate information and support.
6. Digital Literacy: Demonstrates comfort and competence in using digital tools and platforms required
for daily operations in a contact center environment.
Qualifications:
Education A bachelor’s degree or diploma in Business Administration, or any related field.
Experience 0–1 year of experience in a call center or customer service role.
Certificates Customer Service Certification| CRM System Training | Call Center Operations Training is
preferred.
Language Good in the English language (Written & Spoken).