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JOB DESCRIPTION 





CALL CENTER AGENT 闁?INBOUNDCUSTOMER SERVICE & ORDERS



Brief description 
The position of call center agent (inbound customer services & orders) consists of interacting with customers to provide information in response to inquiries about products and services, taking orders, analyzing customer problems, and handling and resolving complaints.


Tasks
Alert supervisors when there is an absence of information in the Knowledge Base;
Assist less experienced representatives, as necessary;
Develop and maintain knowledge of all services and equipment offered by the company;
Establish and maintain effective relationships with customers by gaining their trust and respect;
Explain service contract provisions to dissatisfied customers;
Keep current with program information, trends and developments in your field;
Keep records of customer interactions and transactions;
Obtain details of complaints and account cancellations;
Offer alternative solutions with the objective of retaining customer business;
Utilize a variety of systems and web-based tools to research & resolve customer issues.


Qualifications and requirements 
A high school diploma or equivalent;
Ability to give full attention to what other people are saying, and to actively look for ways to help people;
Ability to persuade others to change their minds or behavior.
Competencies (in order of importance)
Attention to Detail 闁?Job requires being careful about detail and thorough in completing work tasks. 
Dependability 闁?Job requires being reliable, responsible, and dependable, and fulfilling obligations. 
Self Control 闁?Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations. 
Concern for Others 闁?Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job. 
Stress Tolerance 闁?Job requires accepting criticism and dealing calmly and effectively with high stress situations.


Lines of communication
Please Identify where the position fits within the hierarchy of your organization.閼?br/>

Working conditions
Please indicate if the position is full time or part time. Also list any unique working conditions (such as working hours) that the candidate should know about.


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