Call Centre Representative

We are seeking a Call Center Representative to work with one of our main Insurance clients. Their responsibilities include responding to phone calls or emails from customers to address inquiries, participating in meetings with the customer service team to explore new communication strategies, and maintaining comprehensive knowledge about company products or services to assist customers effectively.

Skills and Qualifications:

• Excellent verbal communication skills and the ability to actively listen to customers' needs.
• Strong customer service orientation and a genuine desire to assist customers.
• Proficiency in using call center software, CRM systems, and other relevant tools.
• Good computer skills and familiarity with Microsoft Office or similar software.
• Experience in routing and transferring calls to internal members of the company.
• Exposure to handling inbound and outbound calls over call center software platforms and soft phones.
• Previous call center experience is preferred. 

Job Duties and Responsibilities:

• Managing large amounts of inbound and outbound calls in a timely manner.
• Following call center “scripts” when handling different topics.
• Identifying customers’ needs, clarify information, research every issue and providing solutions.
• Keep records of all conversations in our call center database in a comprehensible way.
• Call center agents will obtain client information by answering telephone calls, verifying information.
• Determines eligibility by comparing client information to requirements.
• Informs clients by explaining procedures; answering questions; providing information.
• Redirect calls to Managers and Other teams.
• Excellent communication skills, Calendar management, MS Office, Preparing PPT.
• Answering incoming customer calls and addressing their inquiries or concerns.
• Providing exceptional customer service and always maintaining a professional and friendly demeanor.
• Transferring and routing calls to internal departments and members based on a defined workflow.
• Adhering to company policies and procedures, including maintaining confidentiality of customer information.
• Participating in training sessions to enhance product knowledge and customer service skills.

Education and Certifications:

High school diploma or equivalent