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B2B Call Center Agent - Outbound ( USA Market )

As a Call Center Agent, your primary responsibility will be to provide exceptional customer service and support to individuals who contact our call center. You will handle inbound and outbound calls, addressing customer inquiries, resolving issues, and ensuring a positive customer experience. Your excellent communication skills and ability to handle high call volumes will be essential in delivering effective and efficient service.

Key Responsibilities:

1. Handle inbound and outbound calls:

Receive and make calls to customers, addressing their queries, concerns, and requests promptly and professionally.

2. Provide customer support:

Assist customers with product information, troubleshooting, technical support, and general inquiries. Ensure accurate and comprehensive resolution of customer issues to maximize customer satisfaction.

3. Follow communication scripts and guidelines:

Adhere to predefined scripts, procedures, and guidelines while communicating with customers. Ensure compliance with company policies and procedures.

4. Achieve performance targets:

Meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction ratings, first call resolution, and productivity metrics.

5. Collaborate with team members:

Work closely with team members and supervisors to achieve individual and team objectives. Share best practices, insights, and customer feedback for continuous improvement.

6. Stay updated on product knowledge:

Keep up-to-date with product features, pricing, and promotional offers to provide accurate and timely information to customers.

7. Documentation and reporting:

Accurately document customer interactions, feedback, and recurring issues for analysis and reporting purposes. Provide suggestions for process improvements and customer service enhancements.

Qualifications and Skills:

Previous experience in a customer service or call center environment is preferred.
Excellent verbal and written communication skills.
Strong listening and problem-solving abilities.
Ability to handle high call volumes and work under pressure.
Strong customer focus and ability to display empathy and patience.
Ability to work independently and as part of a team.