Job Description

Call center sales representatives receive inbound calls from customers to interact with the callers and identify their needs or issues. He/She will assist customers by providing solutions to their problems, appropriately replying to their queries, and offering them advice and recommendations useful in avoiding similar issues. He/She will also ensure to follow set communication guidelines in addressing various customer issues.

Responsibilities

• Receive inbound calls from customers to interact with them and identify their needs or issues
• Provide telecommunication solutions and recommendations to customers via telephone calls
• Follow set communication guidelines in addressing the needs and problems faced by customers
• Build positive work relationship with customers to enhance the image and public perception of a company
• Place outbound calls to customers to promote new products and services
• Oversee the timely management of outgoing and incoming calls
• Ensure call records are properly stored and organized in a call center database
• Maintain a courteous and friendly disposition when interacting with customers irrespective of their temperament
• Ensure daily shift call quotas and set targets are achieved
• Conduct research to identify solutions and answers to difficult client issues
• Follow set procedures to ensure equipment and devices are operational
• Provide periodic reports to company management on work activities
• Oversee the processing and implementation of orders, applications and forms submitted by customers
• Monitor trends in customer calls and alerts management in event of any suspicious activity
• Upsell products and services to customers when providing telecommunication solutions

Skills and Qualifications

• Diploma and an ability to use or quickly adapt to CRM programs and other related computer programs. 
• Communication Skills: Call center sales reps are able to interact with customers using appropriate language to identify issues and provide OTA assistance
• Customer Service Skill: They are skilled in politely addressing customers, they exercise lots of patience and tolerance in resolving caller issues
• Problem-solving Skill: Call center sales representatives are able to identify customer challenges and provide solutions that address such problems.