Virtual Call Center

Overview

Key Responsibilities

• Handle incoming calls emails and chats from customers professionally and courteously
• Assist customers with product inquiries account issues billing questions and technical troubles
• Follow communication scripts and handle objections skilfully
• Identify and escalate priority issues to the appropriate teams
• Meet or exceed call quality standards departmental goals and performance metrics
• Utilize CRM software to accurately document customer interactions
• Keep updated on product knowledge and customer service policies
• Adhere to virtual call center policies and procedures
• Provide feedback and suggestions for process improvement
• Participate in ongoing training and professional development
• Manage multiple tasks simultaneously while maintaining attention to detail
• Maintain a positive and professional attitude towards customers and colleagues
• Adapt to changes in technology procedures and team structures

Required Qualifications

• High school diploma or equivalent; associates or bachelors degree preferred
• Proven experience in a customer service or call center environment
• Excellent verbal and written communication skills
• Ability to remain calm and professional under pressure
• Strong problemsolving and decisionmaking abilities
• Ability to adapt to various customer personalities and scenarios
• Knowledge of CRM systems and call center software
• Basic computer skills and proficiency in MS Office
• Exceptional time management and organizational skills
• Ability to work independently in a remote environment
• Strong attention to detail and accuracy in data entry
• Patience and empathy in dealing with customer concerns
• Flexibility to work variable shifts including evenings and weekends
• Commitment to maintaining customer confidentiality and data security

customer service,communication,adaptability,time management,computer skills