Call Centre Operator Distance Work

1 day ago

Mississauga, Canada Quadera Limited Full time

**Key Responsibilities**:
**Customer Interaction**:Answer incoming calls promptly and professionally, addressing customer inquiries, concerns, and requests.
Provide accurate and relevant information about products, services, policies, and procedures.
Assist customers in resolving issues, troubleshooting problems, and escalating complex cases as required.
Make outbound calls for follow-ups, surveys, promotions, or appointment scheduling.

**Problem Resolution**:Listen attentively to customers' concerns, demonstrating empathy and patience.
Analyze problems and provide appropriate solutions, adhering to company guidelines and protocols.
Collaborate with other departments or team members to resolve escalated issues effectively.

**Data Management**:Input and update customer information accurately in the database or CRM system.
Maintain comprehensive and organized records of customer interactions, inquiries, and resolutions.
Generate reports on call volume, issue types, and customer feedback for management review.

**Quality Assurance**:Adhere to established call center scripts and guidelines to ensure consistent service quality.
Strive to meet or exceed key performance indicators (KPIs) such as call handling time, first-call resolution, and customer satisfaction ratings.
Participate in training sessions to stay updated on product knowledge, company policies, and communication techniques.

**Communication**:Maintain clear and professional communication with colleagues, supervisors, and other departments to exchange information and collaborate on issue resolution.
Communicate effectively with customers, ensuring information is conveyed clearly and concisely.

**Adaptability**:Adapt to changing call volume, call types, and situations in a fast-paced environment.
Handle irate or upset customers with diplomacy and de-escalation techniques.

**Compliance**:Follow established security, privacy, and compliance protocols when handling customer information and sensitive data.

**Qualifications and Skills**:

- High school diploma or equivalent; additional education or training in customer service is a plus.
- Strong verbal communication skills with an excellent command of the local language. Proficiency in additional languages may be advantageous.
- Active listening skills and the ability to empathize with customers' concerns.
- Patience, resilience, and the ability to remain calm under pressure.
- Basic computer skills and familiarity with CRM software or call center systems.
- Strong problem-solving abilities and a solution-oriented mindset.
- Ability to work in a team environment and collaborate effectively.
- Flexibility in working hours, as call centers often have varied shifts.

**Conclusion**:
The role of a Call Center Operator is essential for maintaining positive customer relationships and ensuring efficient communication between customers and the company. This role requires a combination of excellent communication skills, empathy, problem-solving abilities, and the capability to work effectively in a fast-paced environment.

**Job Types**: Full-time, Part-time

**Salary**: $25.55-$28.95 per hour

**Benefits**:

- Paid time off
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Weekends as needed

Supplemental pay types:

- Signing bonus

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)

Shift availability:

- Day Shift (preferred)

Work Location: On the road

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