We are looking for a Call Center Representative that will be the liaison between our company and its current and potential customers.
The successful candidate will be able to accept ownership for effectively manipulating customer issues, complaints and inquiries keeping customer satisfaction at the core of every decision and behavior.
Job duties :
Manage large amounts of inbound and outbound calls in a timely manner
Follow communication scripts when handling different topics
Identify customers’ needs, clarify information, research every issue and provide solutions and / or alternatives
Seize opportunities to up-sell products when they arise
Build sustainable relationships and engage customers by taking the extra mile
Determines requirements by working with customers.
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions;
escalating unresolved problems.
Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
Maintains call center database by entering information.
Keeps equipment operational by following established procedures; reporting malfunctions.
Updates job knowledge by participating in educational opportunities.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Meet personal / team qualitative and quantitative targets
Cards operations : urgent limit increase, suspend cards, monitor fraud, report fraud, take actions on fraud cases, and support card holders with all cards features & benefits inquiries.
Skills and Qualifications :
Customer Focus, Customer Service, Data Entry Skills, Listening,Phone Skills, Verbal Communication, Building Relationships, People Skills,Interpersonal Savvy, Problem Solving, Multi-tasking
Previous experience in a customer support role.
Strong phone and verbal communication skills along with active listening
Strong relationship and communication skills to ensure proper customer interaction.
Familiarity with CRMsystems and practices
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively.
Analytical, quantitative mindset with a keen attention to detail.
Must possess a high level of computer skills to effectively use multiple systems.
Ability to work on routine tasks both independently and with the team.
Willingness to adapt to a constantly changing, customer-driven work environment.
Knowledge of credit cards products, quality control, & customer retention.
Bachelor degree in : Business, Finance & Banking or Accounting or any other related field.