JOB DESCRIPTION
Position: Call Center Agent/Administrator
Department: Sales & Marketing
Reports to: Operations Director
Job Summary:
We are seeking a highly organized and efficient Call Center Agent/Administrator to join our team. The ideal candidate will be responsible for handling inbound and outbound calls, responding to customer inquiries, and resolving complaints. Additionally, the candidate will be responsible for performing administrative duties, such as generating reports, following up on tasks, and ensuring customer satisfaction. The Call Center Agent/Administrator will be required to ensure that the company’s service level agreement (SLA) of 1-hour delivery times is met at least 95% of the time. The candidate must also ensure that team members have enough stock to enable them to deliver on the same day. In situations where the agent cannot handle tasks, they should escalate appropriately and follow up until the issue is resolved.
Responsibilities:
- Handling inbound and outbound calls and providing excellent customer service.
- Resolving customer complaints and escalating them to management when necessary.
- Generating reports, monitoring and following up on tasks, and ensuring 100% customer satisfaction.
- Ensuring that the team has enough stock to enable them to deliver on the same day.
- Ensuring that the company’s SLA of 1-hour delivery times is met at least 95% of the time.
- Collaborating with team members to identify and resolve any issues that arise.
- Providing feedback to management on areas of improvement and making suggestions for process improvements.
Requirements:
- High school diploma or equivalent. A bachelor’s degree in a relevant field is a plus.
- Proven experience working in a call center environment or similar customer service role.
- Excellent communication skills, both verbal and written.
- Strong organizational and multitasking skills.
- Ability to work under pressure and handle difficult customers.
- Proficient in Microsoft Office Suite.
- Ability to work independently and as part of a team.
- Flexibility to work outside of regular business hours if required.
If you meet these requirements and are excited about the opportunity to join our team, please submit your application today.
