Call Center Representative

3 weeks ago

Muscat, Muscat, Oman Infoline Full time

Job Title: Call Center Representative

Department: Customer Service

Reports to: Call Center Manager

Job Summary:

We are seeking a dedicated and customer-focused Call Center Representative to handle

inbound and outbound customer service inquiries. The successful candidate will manage a

high volume of calls, provide product and service information, resolve customer issues, and

ensure customer satisfaction.

Key Responsibilities:


• Handle inbound and outbound calls professionally and efficiently.


• Answer customer inquiries and provide accurate, relevant information regarding

products and services.


• Assist customers with troubleshooting issues and resolving complaints in a timely

manner.


• Record details of customer interactions, transactions, and actions taken in the CRM

system.


• Escalate complex or unresolved issues to the appropriate departments.


• Follow up with customers to ensure their issues have been resolved to their

satisfaction.


• Maintain customer confidentiality and adhere to data protection policies.


• Meet or exceed performance metrics, including call handling time, customer

satisfaction scores, and issue resolution.


• Stay updated on product knowledge, new services, and customer service

procedures.


• Participate in training and coaching sessions to improve service delivery.

Qualifications:


• High school diploma or equivalent (required); Bachelor's degree (preferred).


• Previous experience in a call center or customer service role is a plus.


• Strong communication skills, both verbal and written.


• Ability to manage multiple tasks and work in a fast-paced environment.


• Problem-solving skills with a customer-first mindset.


• Familiarity with CRM systems and basic computer skills.


• Flexibility to work various shifts, including evenings, weekends, and holidays.


• Ability to stay calm under pressure and maintain a positive attitude.

Working Conditions:


• This role may require sitting for extended periods and working in a noisy

environment.


• Occasional overtime may be required depending on call volume

#J-18808-Ljbffr

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