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Call Centre Representative

We are looking for a Call Centre Representative to handle calls from customers and provide support to them in any way possible. You will be required to work in a time bound environment and ensure that customer service is provided to its best quality. You are responsible for meeting personal and team targets as well as our customer satisfaction.


Customer Service Industry

Customer services is a field which focuses on providing support and services for customers during the purchasing process.


Responsibilities

  • Handle many inbound and outbound calls to customers and clients.
  • Identify the needs of customers, resolve issues and provide solutions.
  • Upsell other products wherever possible.
  • Ensure you follow the customer service script provided by the company for uniformity.
  • Also, be well read on company policies and the website for FAQs or policy related answers.
  • Maintain good customer relations.
  • Meet personal targets and work towards meeting team targets.
  • Maintain records of the conversations with the customer and analyze the data.
  • Write and submit timely reports on performance, targets and customer queries.


Requirements

  • Graduated high school, but a bachelor's degree in commerce or related fields is preferred.
  • Prior experience with customer service and call centers in relevant job roles.
  • Good knowledge of CRM practices and systems.
  • Customer oriented attitude with professionalism.
  • Strong multitasking, time management, and target achieving skills.
  • Excellent communication and listening skills with good command over the English language.


Average Salary

An average of $37,221 per annum.

Source - glassdoor.com

Career Path

With appropriate experience in this job role, you can move onto other job roles in this field like:

  • Call Centre Manager
  • Call Centre Quality Assurance Manager
  • Training Manager
  • Team Captain


Sample Questions

Personal

  • What made you choose a career in customer service?

  • Describe an ideal day of work at a call center.

  • What quality of yours will add value to this job role?

Human Resources

  • How comfortable are you working with different departments across the company?

  • Would you be okay with working overtime?

  • What makes you think you’d be a good fit with our company culture?

Management

  • How would you handle a customer making an unreasonable request?

  • Has there been a time a customer was angry but you diffuse the situation? Explain.

  • How will you ensure both personal and team goals were met?

Technical skills and knowledge

  • How have you handled disgruntled customers in the past?

  • How would you handle a customer making an unreasonable request?

  • How would you handle an agitated customer?