Call Center Support Engg

at  Prodapt

REQUIREMENTS:

• Objectives of this role o Handle a large volume of inbound and outbound calls in a timely manner o Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary o Identify customer needs, research issues, resolve complaints, and provide solutions o Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team o Recommend improvements for systems and processes to boost organizational efficiency o Memorize scripts for products and services, and refer to them during calls o Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately o Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate o Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality o Create and maintain record of daily problems and remedial actions taken, using call-center database o Leverage data and insights gathered by the call center to recommend and influence process improvement. o • Required skills and qualifications o High school degree or equivalent o Experience working in a call center or customer-support role o Strong active-listening and verbal-communication skills o Proficiency in problem-solving o Ability to multitask and manage time effectively Preferred skills and qualifications • o  Expertise in conflict resolution  Good in Spanish

• Objectives of this role o Handle a large volume of inbound and outbound calls in a timely manner o Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary o Identify customer needs, research issues, resolve complaints, and provide solutions o Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team o Recommend improvements for systems and processes to boost organizational efficiency o Memorize scripts for products and services, and refer to them during calls o Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately o Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate o Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality o Create and maintain record of daily problems and remedial actions taken, using call-center database o Leverage data and insights gathered by the call center to recommend and influence process improvement. o • Required skills and qualifications o High school degree or equivalent o Experience working in a call center or customer-support role o Strong active-listening and verbal-communication skills o Proficiency in problem-solving o Ability to multitask and manage time effectively Preferred skills and qualifications • o  Expertise in conflict resolution  Good in Spanish