What are the responsibilities and job description for the Call Center Agent position at Biz Voice Boost?
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
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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.
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Issue Resolution:
- Identify customer needs and provide solutions or escalate issues to the appropriate department.
- Follow up on unresolved cases to ensure customer satisfaction.
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Data Management:
- Accurately document customer interactions, inquiries, and resolutions in the system.
- Maintain confidentiality of customer data.
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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.
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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.
