Call Center Agent

Position Title: Call Center Agent
Department: Customer Service
Location: Miami FL
Employment Type: FullTime
Reports To: Call Center Supervisor/Manager

Position Summary:

We are seeking a dedicated and motivated Call Center Agent to join our customer service team. The successful candidate will be responsible for handling inbound and outbound calls addressing customer inquiries resolving issues and providing information about our products and services. The ideal candidate is a strong communicator problemsolver and has a passion for helping others.

Key Responsibilities:

• Answer Incoming Calls: Handle inbound customer calls promptly and professionally addressing inquiries resolving issues and providing information.
• Customer Support: Provide exceptional customer service by understanding and addressing customer needs concerns and issues.
• Problem Resolution: Resolve customer complaints and issues efficiently and effectively escalating complex problems to the appropriate department if necessary.
• Data Entry: Accurately enter and update customer information and call details in the company database.
• FollowUp: Conduct followup calls or emails as needed to ensure customer satisfaction and resolution of issues.
• Adherence to Policies: Follow company policies and procedures to ensure consistent and highquality service delivery.
• Team Collaboration: Work collaboratively with team members and other departments to improve customer service processes and outcomes.
• Performance Metrics: Meet or exceed performance targets including call handling time customer satisfaction scores and resolution rates.

Qualifications:

• Education: High school diploma or equivalent. Additional education or training in customer service or related field is a plus.
• Communication Skills: Excellent verbal and written communication skills. Ability to listen actively and respond effectively to customer inquiries.
• Technical Skills: Proficient in using computer systems including Microsoft Office Suite and customer relationship management (CRM) software.
• ProblemSolving: Strong problemsolving skills with the ability to think critically and resolve customer issues efficiently.
• Multitasking: Ability to handle multiple tasks simultaneously while maintaining attention to detail.
• Adaptability: Flexibility to work in a fastpaced environment and adapt to changing