Call Center Rep at Simba Group

Responsibilities

Customer Assistance:

• Answering customer inquiries and providing information about products, services, and company policies.
• Assisting customers with placing orders, processing returns or exchanges, and resolving billing or payment issues.
• Resolving customer complaints or conflicts in a professional and satisfactory manner.
• Providing technical support or troubleshooting assistance for products or services.

Communication:

• Handling inbound and outbound calls, emails, or chat messages in a timely and courteous manner.
• Active listening to understand customer needs and concerns.
• Clearly and effectively communicating information and instructions to customers.

Documentation and Data Entry:

• Accurately documenting customer interactions, inquiries, complaints, and resolutions in the company's CRM system or call center software.
• Updating customer profiles, account information, and contact details.

Problem-Solving:

• Analyzing customer issues and providing appropriate solutions or recommendations.
• Escalating complex or unresolved issues to supervisors or higher-level support teams when necessary.
• Collaborating with other departments or teams to resolve customer concerns.

Product Knowledge:

• Acquiring and maintaining a comprehensive understanding of the company's products, services, and policies.
• Staying updated on changes or updates to products and services.
• Providing product recommendations or upselling and cross-selling opportunities when appropriate.

Customer Satisfaction:

• Ensuring a high level of customer satisfaction through friendly, professional, and empathetic interactions.
• Following up with customers to ensure their issues are resolved and their needs are met.

Adherence to Policies and Procedures:

• Following established call center protocols, guidelines, and scripts.
• Adhering to quality assurance and performance metrics, such as call handling time, customer satisfaction ratings, and resolution rates.