Description

You will manage inbound and outbound customer communications to resolve inquiries and ensure satisfaction.

Responsibilities

• Handle high volumes of inbound and outbound calls to address customer needs and provide solutions.
• Maintain strict compliance with Service Level Agreements (SLAs) and established operational processes.
• Diffuse tense situations with irate customers through active listening and effective problem-solving.
• Manage customer interactions and knowledge management to meet specific client goals.
• Meet and exceed Key Performance Indicators (KPIs) related to performance and customer satisfaction.

Required Skills

• Minimum B2+ English language proficiency (BELT certification or equivalent).
• At least 1 year of experience in a call center or contact center environment.
• Proven ability to solve problems and manage SLA requirements effectively.
• Strong communication skills with a confident telephone manner.
• Proficiency in navigating multiple computer systems, software, and office packages.
• Ability to handle confidential information with integrity and discretion.
• Logical thinking skills to provide timely and appropriate responses.
• High level of adherence to attendance and performance policies.
• High School Diploma or GED equivalent.

Key Skills

Education

Any Gradute