Job Title: Call Center Associate
Location: Jersey City, NJ
Department: Customer Service
Job Summary:
We are seeking a highly motivated and customer-focused Call Center Associate to join our team. The ideal candidate will have excellent communication skills, a friendly and professional demeanor, and a passion for providing exceptional customer service. As a Call Center Associate, you will be the first point of contact for our customers, handling inquiries, resolving issues, and ensuring a positive customer experience.
Key Responsibilities:
Customer Interaction: Answer inbound calls, respond to customer inquiries, and provide accurate information regarding products and services.
Issue Resolution: Resolve customer issues efficiently and effectively, escalating complex problems to appropriate departments as necessary.
Follow-up: Conduct follow-up calls to ensure customer satisfaction and address any lingering concerns.
Knowledge Update: Stay updated on product knowledge, company policies, and industry trends to provide accurate and timely information to customers.
Team Collaboration: Work closely with team members and other departments to ensure a seamless customer service experience.
Performance Metrics: Meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and first-call resolution rate.
Compliance: Adhere to all company policies and procedures, including data protection and confidentiality guidelines.
Qualifications:
High school diploma or equivalent; some college coursework preferred.
Excellent verbal and written communication skills.
Strong problem-solving abilities and attention to detail.
Proficient in using CRM software and other computer applications.
Ability to multitask and manage time effectively in a fast-paced environment.