Call Center Operator

The primary responsibility of the Call Center Operator is to serve customers by determining requirements,  answering inquiries,  resolving problems, fulfilling requests and maintaining the database.

Key Responsibilities:

• Determines requirements by working with customers.

• Answers inquiries by clarifying desired information; researching, locating, and providing information.

• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.

• Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.

• Maintains call center database by entering information.

• Keeps equipment operational by following established procedures; reporting malfunctions.

• Updates job knowledge by participating in educational opportunities.

• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Experience and Qualifications:

• proficient in relevant computer applications

• required language proficiency

• knowledge of customer service principles and practices

• knowledge of call center telephony and technology

• some experience in a call center or customer service environment

• good data entry and typing skills

• knowledge of administration and clerical processes