JOB PROFILE

JOB TITLE:	Call Center Representative	DEPARTMENT:	Call Center
REPORTS TO:	Supervisor	SUBORDINATES:	None

JOB PURPOSE:

To handle all calls for client customers in a way that meets all call objectives and also exceeds service expectations

MAIN ACCOUNTABILITIES:

Results and productivity

• Represent clients in a professional manner at all times when interacting with customers
• Handling irate customers with respect and diplomacy
• Consult with, or escalate to, the Team Lead any calls which can not be handled effectively
• Achieve agreed upon individual and team performance goals

Quality

• Ensure all work is done to client corporate standards

JOB CONTEXT:

This is an important role within the organization, representing the face of clients to clients’ customers. The quality each customer receives from each transaction will determine how clients are perceived by its customers

JOB REQUIREMENTS:

Education

· High School diploma/GED required

Experience

· Experience in a call center environment

Background in a team oriented environment preferred

Skills competencies

· Comfortable with high level of personal accountability for quality and performance improvement

• Excellent interpersonal and communication skills
• Proficient in general math skills
• Basic PC skills