Inbound Call Center Agent at Rayden Group

General Purpose

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Main Job Tasks, Duties and Responsibilities

• answer calls and respond to emails
• handle customer inquiries both over the phone and by email
• research required information using available resources
• manage and resolve customer complaints
• provide customers with product and service information

• enter new customer information into system
• update existing customer information
• process orders, forms and applications
• identify and escalate priority issues
• route calls to appropriate resource
• follow up customer calls where necessary
• document all call information according to standard operating procedures
• complete call logs
• produce call reports

Education and Experience

• high school diploma or equivalent
• 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

Key Competencies and Skills

• verbal and written communication skills
• listening skills
• problem analysis and problem solving
• customer service orientation
• organizational skills
• attention to detail
• judgment
• adaptability
• team work
• stress tolerance
• resilience