Call Center Agent

A call center agent's job description includes many responsibilities, such as:
Customer service: Answering customer calls, providing information, and resolving issues
Sales: Upselling products and services, processing orders, and cold calling
Technical support: Troubleshooting products and guiding customers through navigating the company website
Customer account management: Updating customer accounts with accurate information and reviewing customer accounts
Call center operations: Managing a high volume of calls, tracking daily calls, and completing call logs
Customer feedback: Reporting on customer feedback and analyzing calls to determine if they need managerial help
Training: Helping to train new employees and informing them about the company's customer management policies
Collaboration: Collaborating with other call center professionals to improve customer service
Escalation: Escalating customer calls to other departments and team members when necessary
Goal setting: Meeting daily, weekly, and monthly goals for critical key performance indicators (KPIs) like call volume, average call handling time, and average customer satisfaction score