Call Center Representative - Tone Talk Tel

About us:

At Tone Talk Tel, we’re not just your average call center provider. We’re a team of enthusiastic communicators, tech wizards, and customer service aficionados who are passionate about creating positive interactions. Whether you’re a small startup or a large corporation, we’re here to help you manage your calls with a touch of personality and a whole lot of professionalism.

Job Title: Call Center Representative

Job Summary: 

As a Call Center Representative, you will serve as the first point of contact for customers seeking assistance or information over the phone. You will be responsible for handling inbound and outbound calls, addressing customer inquiries, resolving complaints, and providing exceptional customer service. The ideal candidate will possess excellent communication skills, a positive attitude, and the ability to thrive in a fast-paced environment.

Responsibilities:

1. Answer incoming calls promptly and professionally, and respond to customer inquiries and concerns.
2. Provide accurate information about products, services, pricing, and promotions to customers.
3. Handle customer complaints and resolve issues promptly and effectively, escalating as necessary to ensure customer satisfaction.
4. Process orders, returns, and exchanges efficiently and accurately.
5. Follow call center scripts and protocols to ensure consistency and quality of service.
6. Meet or exceed established performance metrics, including call quality, customer satisfaction, and call handling times.
7. Document all customer interactions and transactions accurately in the CRM system.
8. Collaborate with other team members and departments to resolve customer issues and improve processes.

Requirements:

1. High school diploma or equivalent.
2. Excellent verbal and written communication skills.
3. Strong problem-solving and decision-making abilities.
4. Ability to multitask and prioritize in a fast-paced environment.
5. Proficiency in using computer systems and navigating multiple software applications.
6. Ability to remain calm and composed under pressure.
7. Flexibility to work evenings, weekends, and holidays as needed.
8. Positive attitude and willingness to learn and adapt to changing circumstances.