Call Centre Agents at Interra Networks

Major Duties and Responsibilities

• Support and provide superior service via phones, e-mails and faxes as a receiver and caller
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Understand the impact of attitude in handling calls professionally
• Effectively deal with job stress, angry callers, and upset customers
• Use the most appropriate way to communicate with different behavior types on the telephone.
• Apply the elements of building positive rapport with different types of customers over the phone.
• Apply the proper telephone etiquette to satisfy various customer situations.
• Apply appropriate actions to effectively control a telephone call.
• Meets commitments to customers
• Obtains client information by interviewing clients and verifying information.
• Updates job knowledge by studying new product descriptions and participating in educational opportunities.
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests.
• Maintain CRM by entering information.
• Keep equipment operational by following established procedures; reporting malfunctions.
• Update job knowledge by participating in educational opportunities.
• Display Time flexibility towards shifts as per work floor requirements
• Other duties as assigned.

Person Specification

• Strong Verbal Communication skills
• Strong Customer service Phone Skills
• Listening
• Data Entry Skills
• People Skills
• Attention to Detail
• Professional
• Ability to multitask
  

Qualification Required

• Minimum of Bachelor's degree in any field
• No experience required