Call Center Agent

Job Purpose The Call Center Agent is responsible for providing professional and efficient customer service over the phone by answering inquiries, resolving issues, and ensuring customer satisfaction in a timely and courteous manner. Responsibilities Inbound Calls Handling Answer incoming calls promptly and professionally. Provide accurate information about products, services, and order status. Handle complaints, troubleshoot issues, and offer effective solutions. Record call details, actions taken, and follow-ups required in the system. Outbound Calls Support Call customers for follow-up on pending issues, feedback, or satisfaction checks. Confirm appointments or delivery schedules when needed. Conduct courtesy calls to ensure service quality and customer satisfaction. Issue Escalation Escalate unresolved or sensitive issues to the appropriate departments. Track open tickets and ensure follow-up with concerned teams for timely resolution. Documentation & Reporting Maintain accurate call logs and documentation. Share recurring issues with the supervisor to support service improvement initiatives. Compliance and Quality Standards Follow call handling scripts and service quality guidelines. Maintain confidentiality of customer data and comply with company policies.