Call Center Expert

Job Description

A call center expert plays a key role in customer service as he/she communicates with both our internal and external customers. They must be excellent multi-taskers, handle challenging customers, prepare management reports, and lead call center initiatives while ensuring that service level and quality objectives are achieved. A call center expert is responsible for: ● Respond to customer questions and complaints and troubleshoot problems with services or products. ● Answer agent questions regarding best practices or difficult calls. ● Talk to unhappy/angry customers who complain about agents or services and need more help. ● Measure the performance of agents and give effective feedback and help them to improve. ● Take care of service level and promise to achieve defined KPIs.