Call Center Agent

To complete customer service tasks that ensure customers have the information and assistance they need and maintain the company’s positive reputation.

Core Responsibilities:

·     Handle inbound and outbound calls.

·     Identify the needs of customers, provide accurate solutions, and give satisfactory answers to their queries, concerns, and complaints as soon as possible.

·     Call URC customers and potential customers whenever needed to inform them about the company’s new products, services, policies, etc.

·     De-escalate situations involving dissatisfied customers, offering patient assistance and support.

·     Document all customer interactions and tickets in the (CRM) system

·     Regularly reviewing and updating the customers information in the (CRM) system.

·     Collaborate with the call center supervisor and the other call center agents to improve the customer service.

·     Ensure to follow the customers service script provided by the company.

·     Maintain strong customer relationships.

Self-Management:

·     Strives to achieve the highest levels of proficiency on all the competencies and skills required to perform the role.

·     Sets the performance goals in the beginning of the year after discussion with the line manager and ensures that the goals are achieved during the course of the year.

• Identifies the training and development requirements for self and agree on them with the line manager to ensure that the required training is arranged and attended.