About the Company
Answering incoming calls: Agents handle incoming calls from customers seeking assistance. They greet the callers, listen to their concerns, and provide appropriate solutions or information.
Responding to customer inquiries: Agents address customer questions regarding products, services, billing, orders, policies, or any other relevant topics. They provide accurate and helpful information to resolve customer concerns.
Answering customer service calls.
Voice, Text messages, emails responses.
Social Media. inbox (4 brands).
Sales (locate order, help with sizing, product selection).
Take orders over the phone.
Work hand in hand with the shipping department.
Written & communication skills.
Customer service skills.
Organizational skills.
Conflict resolution.
Analitical skills.
Team work.
Troubleshooting and problem-solving: Agents help customers troubleshoot technical issues, resolve problems, and guide them through step-by-step processes to fix any problems they may be experiencing.
Processing orders and requests: Agents assist customers in placing orders, tracking shipments, processing returns or exchanges, and handling any other customer-related transactions or requests.
Handling complaints and escalations: Agents handle customer complaints, manage difficult situations, and strive to find satisfactory resolutions. If necessary, they escalate complex issues to supervisors or other departments.
Documenting interactions: Agents maintain accurate records of customer interactions, including call details, inquiries, complaints, and resolutions. This documentation helps in tracking customer history and provides references for future interactions.
Providing product or service information: Agents have comprehensive knowledge about the company's products, services, promotions, and policies. They effectively communicate this information to customers, ensuring they have a clear understanding.
Upselling and cross-selling: In certain call centers, agents may have targets to promote additional products or services to customers during conversations, with the aim of increasing sales or customer satisfaction.
Following scripts and guidelines: Agents often follow predefined scripts and guidelines provided by the company to ensure consistency in customer service and adherence to policies.