Job Description

CALL CENTER AGENT

COMPANY OVERVIEW:

At NetCost Market, we strive to meet the highest standards. Fresh produce, value for money, and a uniquely positive shopping experience are the foundations on which we operate, bringing the complete shopping experience to the community.

JOB DUTIES AND RESPONSIBILITIES:

Call center agents perform various functions in ensuring customers’ inquiries are adequately answered to their satisfaction.

The responsibilities, tasks, and duties typically carried out by call center agents are shown in the job description example below:

• Responsible for managing a whole lot of incoming and outgoing calls in the organization
• Build long-lasting relationships with customers
• Keep a comprehensive record of all calls and/or conversations in the organization’s call center data bank
• Attend educational seminars or conferences on a regular basis so as to develop expertise and improve performance levels
• Make use of available opportunity to sell or advertise products to customers
• Make sure that whatever response given to the customer(s) is in line with pre-organized communication scripts that have been prepared for different topics that cover customer-related issues
• Identify the needs of various customers, clarify information, embark on necessary research, and provide lasting solutions to customer’s problems
• Route calls to the appropriate channel(s)
• Move complex issues or complaints to supervisors
• Willing to work during extended odd hours and/or during holiday periods.
• Obtains client information by answering telephone calls; interviewing clients; verifying information.
• Determines eligibility by comparing client information to requirements.
• Establishes policies by entering client information; confirming pricing.
• Informs clients by explaining procedures; answering questions; providing information.
• Maintains communication equipment by reporting problems.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Updates job knowledge by studying new product descriptions; participating in educational opportunities.
• Accomplishes sales and organization mission by completing related results as needed.
• Provide customer service support for online reviews and reputation management.

PREFERRED QUALIFICATIONS:

• Must possess good communication skills, especially for listening. This is necessary in a bid to ensure a clear retrieval and passage of information to customers
• Must have good interpersonal skills to enable an easy flow with customers at all times
• Must be able to multi-task and manage time properly and effectively
• Must be able to adapt to different situations and individuals
• Ability to prioritize in the face of multiple tasks or assignments
• Ability to work as part of a team if need be
• Ability to work with little or no supervision
• Must be self-driven at all times
• Must have good knowledge of customer relationship or customer service practices
• Must have good data entry and typing abilities
• A minimum of high school diploma
• A higher degree would be of great advantage
• At least 2 years of work experience in a call center environment.

Company Description

Company Overview: We strive to meet the highest standards. Fresh produce, value for money, and a uniquely positive shopping experience are the foundations on which we operate, bringing the complete shopping experience for Russian and European products to the community.