Job Responsibilities

Customer Support:

Answer incoming calls promptly and professionally, helping,

answering questions, and resolving issues to ensure a positive customer experience.

Product Knowledge:

Develop a deep understanding of our products, services, and

processes to effectively address customer inquiries, provide accurate information, and

offer appropriate solutions.

Problem Resolution:

Listen actively to customer concerns, troubleshoot problems, and

work towards timely and satisfactory resolutions, escalating issues as needed to higher

levels of support.

Order Processing:

Assist customers with scheduling appointments to speak to licensed

psychologist for counseling, processing payments, and tracking shipments, ensuring

accuracy and efficiency throughout the process.

Upselling and Cross-Selling:

Identify opportunities to promote additional membership

services to customers based on their needs and preferences, maximizing sales

opportunities and revenue generation.

Data Entry and Documentation:

Accurately record and maintain customer information,

interactions, and transactions in the company's database or CRM system, ensuring data

integrity and confidentiality.

Follow-Up:

Conduct follow-up calls or correspondence with customers to ensure

satisfaction, gather feedback, and address any outstanding issues or concerns.

Adherence to Policies and Procedures:

Adhere to company policies, procedures, and

quality standards in all customer interactions and call handling activities, ensuring

compliance with regulatory requirements.

Continuous Improvement:

Actively participate in training sessions, coaching sessions,

and team meetings to enhance product knowledge, improve communication skills, and

stay updated on changes or updates to products, services, or processes.

Performance Metrics:

Meet or exceed performance metrics such as call quality,

average handling time, customer satisfaction scores, and sales targets as defined by

the organization.

Job Requirements

Qualifications:

• One-year exp working in a call center

• High school diploma or equivalent; some college education preferred.

• Previous experience in a customer service, call center, or sales role is

advantageous but not required.

• Excellent verbal and written communication skills with a clear and pleasant

telephone manner.

• Strong active listening and problem-solving skills, with the ability to empathize

with customers and diffuse challenging situations.

• Comfortable working in a fast-paced environment and managing multiple tasks

simultaneously.

• Basic computer skills and proficiency in using CRM systems or other call center

software.

• Ability to work flexible hours, including evenings, weekends, and holidays, based

on business needs.

• Positive attitude, resilience, and a willingness to learn and adapt to new

challenges.

• Team player mentality with a focus on collaboration and contributing to the

overall success of the call center.

• Commitment to providing exceptional customer service and representing the

company in a professional and courteous manner at all times.

• This job description is intended to provide a general overview of the

responsibilities and qualifications for the role of Call Center Representative and

may be subject to modification based on the evolving needs of the organization.