Call Center Agent (Fresh Graduate) – HR Plus Consultancy

1. Answering Inbound Calls: Promptly handling incoming calls and providing assistance to customers.
2. Making Outbound Calls: Proactively reaching out to potential customers, setting appointments, or following up on leads.
3. Providing Accurate Information: Ensuring customers receive correct details about products, services, and policies.
4. Resolving Complaints: Listening to customer issues and working towards a satisfactory resolution.
5. Documenting Interactions: Logging detailed notes in the CRM for quality assurance and follow-up purposes.
6. Adhering to Scripts: Following standardized scripts to ensure consistency, while also tailoring responses as needed.
7. Managing Call Escalations: Recognizing when a customer’s issue requires escalation to a supervisor.
8. Maintaining Professionalism: Demonstrating courteous and respectful behavior at all times.
9. Upselling and Cross-Selling: Identifying opportunities to introduce additional products or services.
10. Meeting Performance Targets: Achieving key performance indicators (KPIs) such as average handling time (AHT) and first call resolution (FCR).
11. Continuous Learning: Participating in training and feedback sessions to improve service delivery.

Job Details

Preferred Candidate

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