What are the responsibilities and job description for the Call Center Representative position at FotoCole?
Our team is passionate about delivering exceptional experiences, and we're looking for a Call Center Representative to join our team and provide top-notch support to our clients.
Position Overview
As a Call Center Representative, you will be the first point of contact for our clients, ensuring they have a seamless and enjoyable experience from start to finish. You'll handle inquiries, resolve issues, and provide support via phone to help clients make the most of our photography services. This is a remote role that requires excellent communication skills, a customer-first mindset, and the ability to thrive in a fast-paced environment.
Key Responsibilities
1. Respond promptly to client inquiries via phone, providing detailed information about our photography packages, pricing, and services.
2. Schedule, reschedule, and confirm photo sessions, ensuring alignment with client needs and photographer availability.
3. Process orders for prints, albums, and digital files, ensuring accuracy in billing and delivery details.
4. Resolve client concerns, such as delivery delays, retouching requests, or technical issues, with empathy and professionalism.
5. Maintain and update client records in our CRM system, tracking preferences, session notes, and order history.
6. Guide clients through post-session processes, including digital gallery access and retouching approvals.
7. Upsell additional services, such as premium prints, custom framing, or themed session upgrades.
8. Collaborate with photographers, editors, and logistics teams to ensure seamless client experiences.
9. Share client feedback with the team to improve service quality and creative offerings.
- High school diploma required; associate's or bachelor's degree preferred.
- 2 years of experience in customer service, preferably in a call center or phone support role.
- Proficiency in CRM systems and Microsoft Office.
- Excellent communication, problem-solving, and multitasking skills.
- A passion for photography and a commitment to delivering exceptional client experiences.
- Bilingual in spanish to support diverse clientele.
- Experience in the photography or creative industry.
- Familiarity with project management tools like Trello or Asana.
- Competitive salary and performance-based bonuses.
- Flexible work hours and remote work options.
- Opportunities for professional development and growth.
- Access to exclusive FOTOCOLE photography sessions and discounts.
- A supportive and creative work environment.
