Call Center Agent

TalkishcoJersey City, NJ, US

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Job Description

Description

Position : Call Center Agent

Location : Jersey City, NJ

Employment Type : Full-Time

Reports To : Call Center Supervisor

Position Summary :

We are looking for a skilled and dedicated Call Center Agent to join our customer support team. As a Call Center Agent, you will be the first point of contact for our customers, responsible for answering inquiries, resolving issues, and delivering a high-quality customer experience. The ideal candidate will be empathetic, patient, and proficient in handling a high volume of inbound and outbound calls.

Key Responsibilities

Customer Support :

Handle inbound and outbound calls professionally and courteously.
Answer customer questions, resolve complaints, and provide appropriate solutions in a timely manner.

Problem Solving :

Identify customer needs and clarify information by conducting thorough problem analysis.

Offer alternative solutions when necessary, aiming to achieve first-call resolution.

Communication :

Maintain a positive, empathetic, and professional attitude toward customers at all times.

Escalate unresolved issues to appropriate teams or departments.

Product Knowledge :

Develop a comprehensive understanding of the company's products, services, and policies.

Keep updated on any product or policy changes to ensure accurate information is shared with customers.

Documentation :

Accurately log all call details, interactions, and customer information into the company's CRM system.

Prepare reports or summaries of customer interactions and outcomes.

Skills, Knowledge and Expertise

High school diploma or equivalent (Bachelor’s degree preferred).

Strong verbal and written communication skills.

Ability to multitask and prioritize in a fast-paced environment.

Proficient in using computers, CRM software, and other call center tools.

Excellent problem-solving skills and patience.

Benefits

Comprehensive health, dental, and vision insurance.

Paid time off and holidays.

Retirement plan with company match.

Professional development opportunities.

Fun and creative work environment.

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Call Center Agent • Jersey City, NJ, US