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What is the job description of a call center agent?

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Here are the job description for Call agents

  1. answer calls and respond to emails
  2. handle customer inquiries both telephonically and by email
  3. research required information using available resources
  4. manage and resolve customer complaints
  5. provide customers with product and service information
  6. enter new customer information into system
  7. update existing customer information
  8. process orders, forms and applications
  9. identify and escalate priority issues
  10. route calls to appropriate resource
  11. follow up customer calls where necessary
  12. document all call information according to standard operating procedures
  13. complete call logs
  14. produce call reports
Education and Experience
  1. high school diploma or equivalent
  2. proficient in relevant computer applications
  3. required language proficiency
  4. knowledge of customer service principles and practices
  5. knowledge of call center telephony and technology
  6. some experience in a call center or customer service environment
  7. good data entry and typing skills
  8. knowledge of administration and clerical processes
Key Competencies
  1. verbal and written communication skills
  2. listening skills
  3. problem analysis and problem solving
  4. customer service orientation
  5. organizational skills
  6. attention to detail
  7. judgment
  8. adaptability
  9. team work
  10. stress tolerance
  11. resilience
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