Contact Center Agent Dulsco Group

Job Description

Roles & Responsibilities

Desired Candidate Profile

1. Customer Interaction and Experience:

Respond to inbound calls, emails, and chats from customers, delivering outstanding service at every interaction.

Understand and address customer needs, concerns, and inquiries efficiently while maintaining a positive, empathetic, and professional attitude.

Actively listen to customers to provide personalized and effective solutions that meet their needs.

2. Complaint Resolution:

Handle and resolve customer complaints promptly, using effective communication and problem-solving skills to achieve satisfactory outcomes.

Escalate unresolved issues to the appropriate department or supervisor when necessary, ensuring timely follow-up.

Document all customer interactions, complaints, and resolutions accurately in the CRM system.

3. Cross-selling and Upselling:

Identify and capitalize on opportunities to cross-sell or upsell additional products or services that align with the customer’s needs during conversations.

Educate customers on new promotions, products, or services, providing value and relevance to encourage additional purchases.

Meet or exceed sales targets for cross-selling and upselling by maintaining product knowledge and staying up to date with current offers.

4. Outbound Calling and Ad-hoc Projects:

Participate in outbound calling campaigns for various initiatives, including sales, customer retention, satisfaction surveys, and promotional activities.

Conduct customer surveys to gather feedback on products, services, and customer experiences, and relay findings to relevant departments for improvement.

Engage in customer retention efforts by identifying at-risk customers and offering solutions to maintain long-term relationships.

Take part in additional ad-hoc projects as assigned by management, contributing to broader business goals such as product promotions, market research, and follow-up on unresolved customer issues.

5. Product and Service Knowledge:

Maintain in-depth knowledge of the company’s products, services, and promotions to provide accurate information to customers.

Continuously update your understanding of product features, benefits, and pricing to maximize cross-selling and upselling opportunities.

6. Customer Relationship Management (CRM):

Accurately log and update customer information, interactions, and transactions in the CRM system.

Ensure all customer information is kept up to date and follow up on any outstanding customer issues to ensure a smooth and efficient experience.

7. Performance and Reporting:

Meet and exceed individual performance metrics such as customer satisfaction, first-call resolution, call handling time, sales conversion rates, and outbound call targets.

Provide feedback on customer trends, issues, and sales opportunities to help improve the overall contact center’s efficiency.

8. Collaboration and Teamwork:

Collaborate with other team members, supervisors, and departments to resolve complex issues and provide a seamless customer experience.

Participate in training sessions and team meetings to enhance service quality and stay updated on new products and processes.