Call Center Agent

Position Title: Call Center Agent

Reports To: Call Center Supervisor

Location: Jersey City, NJ

Job Type: Full-Time

Job Summary

We are seeking a professional and customer-oriented Call Center Agent to handle customer inquiries, provide product or service information, and resolve customer issues in a timely and efficient manner. The ideal candidate will possess excellent communication skills, a strong ability to multitask, and a commitment to delivering exceptional customer service.

Key Responsibilities

• Customer Support:
• Handle inbound and outbound calls, emails, and chats from customers.
• Provide accurate and timely information about products, services, and policies.
• Resolve customer inquiries and complaints efficiently.
• Issue Resolution:
• Identify customer needs and provide solutions or escalate issues to the appropriate department.
• Follow up on unresolved cases to ensure customer satisfaction.
• Data Management:
• Accurately document customer interactions, inquiries, and resolutions in the system.
• Maintain confidentiality of customer data.
• Performance Goals:
• Meet or exceed key performance indicators (KPIs), such as response time, call handling time, and customer satisfaction scores.
• Continuously improve through feedback and training sessions.
• Team Collaboration:
• Work collaboratively with team members to address customer concerns and share best practices.
• Participate in team meetings, training, and coaching sessions.
  

Qualifications

• High school diploma or equivalent (Bachelor’s degree is a plus).
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work in a fast-paced environment while maintaining professionalism.
• Strong organizational and multitasking skills.