A Call Center Representative is responsible for handling inbound and outbound customer calls, addressing inquiries, resolving issues, and providing excellent customer service. This role requires strong communication skills, patience, and the ability to efficiently manage multiple customer interactions.

Key Responsibilities

Answer incoming calls and respond to customer inquiries in a timely manner
Make outbound calls to follow up on customer requests or provide information
Resolve customer complaints and issues with professionalism and empathy
Provide accurate information about products, services, and company policies
Document all customer interactions in the system
Escalate complex issues to supervisors or appropriate departments
Meet performance metrics such as call handling time, resolution rate, and customer satisfaction
Maintain a positive and professional attitude during all customer interactions

Required Skills & Qualifications

High school diploma or equivalent (associate or bachelor’s degree preferred)
Previous customer service or call center experience preferred
Strong verbal and written communication skills
Active listening and problem-solving abilities
Ability to multitask and work in a fast-paced environment
Basic computer skills and familiarity with CRM systems
Strong attention to detail and organizational skills

Preferred Qualifications

Experience with call center software and phone systems
Bilingual skills (a plus)
Sales or upselling experience (for certain roles)

MA Certification SDN BHD

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