JOB DESCRIPTION

CALL CENTER AGENT/TELEMARKETER

The agent will successfully support client needs while maintaining a supportive work
environment and culture of accountability. This position requires individuals who are
equipped to manage a large volume of inbound and outbound calls. Someone who is quick
learner who can familiarize themselves with scripts and adapt them when issues arise
during a call. This person will handle a variety of important supportive tasks,
providing answers, insights, instructions, and assistance for purchases. As the voice
of our company, the call center agent must possess excellent communication and
interpersonal skills, as well as be enthusiastic about helping consumers and driving
their satisfaction.

The agent provides several services to the clients and works with other team members to
meet objectives, abide by client deliverables, and/or execute activities and projects
within the company (when applicable).

DUTIES AND REPONSIBILITIES

To ensure that we are meeting the needs of our clients, the agent will work together
with Team Leaders, Department heads and other teammates, to seek and implement the best
solutions.

 Take customer calls and provide accurate, satisfactory answers to their queries
and concerns
 De-escalate situations involving dissatisfied customers, offering patient
assistance and support
 Manage inbound and outbound customer calls in a timely manner
 Identify customers’ needs and wants, give your best to clarify information
 Research every issue and provide solutions to them
 Recognize opportunities to upsell our products and services
 Follow our company's communication “scripts”
 Route calls to appropriate resources
 Document all call information according to standard operating procedures
 Identify and escalate issues to supervisors
 Keep records of all conversations in our call center database in a comprehensible
way
 When assigned, attend educational seminars
 Build strong relationships with customers
 Follow our customer engagement strategy
 Meet qualitative and quantitative targets
 Call clients and customers to inform them about the company’s new products,
services, and policies
 Guide callers through troubleshooting, navigating the company site or using the
products or services
 Review customer or client accounts, providing updates and information about
billing, shipping, warranties, and other account items
 Collaborate with other call center professionals to improve customer service
 Help to train new employees and inform them about the company’s customer
management policies
 And other responsibilities that add value to the company, it’s team members and
its clients.

CONFORME:
DATE: