Call Center Agent at MacTay Consulting

Job Summary

• We are seeking a dedicated and customer-oriented Call Center Agent to join our team. The Call Center Agent will be responsible for handling inbound and outbound calls, providing excellent customer service, and resolving customer inquiries and issues in a timely manner. The ideal candidate should have strong communication skills, be able to multitask effectively, and possess a positive attitude towards helping customers.

Key Responsibilities

• Answer incoming calls from customers and respond to inquiries or resolve issues promptly and professionally.
• Make outbound calls to follow up on customer inquiries, provide information, or conduct surveys as required.
• Identify and escalate priority issues to the appropriate department or supervisor for resolution.
• Maintain accurate records of customer interactions and transactions, including details of inquiries, complaints, or comments.
• Follow communication scripts and guidelines when handling different types of calls and customer inquiries.
• Meet or exceed performance targets for call handling, customer satisfaction, and other key performance indicators (KPIs) as set by the organization.
• Stay updated on product or service information, promotions, and company policies to provide accurate information to customers.
• Collaborate with team members and other departments to ensure seamless customer service delivery and resolution of customer issues.
• Participate in ongoing training and development programs to enhance job knowledge and skills.
• Adhere to company policies and procedures, including confidentiality and data protection guidelines, at all times.

Qualifications and Skills

• High School Diploma or equivalent; additional education or training in customer service or relevant field is a plus.
• 1 - 5 years work experience.
• Proven experience in a customer service or call center environment is preferred.
• Excellent communication skills, both verbal and written, with a clear and professional telephone manner.
• Strong active listening and problem-solving skills, with the ability to empathize with customers and handle difficult situations calmly and effectively.
• Ability to multitask and prioritize tasks in a fast-paced environment while maintaining accuracy and attention to detail.
• Proficiency in using computer applications and call center software, with the ability to navigate multiple systems simultaneously.
• Flexibility to work shifts, including evenings, weekends, and holidays, as required.