Job Purpose
The Call Center Representative is responsible for delivering professional and responsive customer service by handling inbound and outbound calls, understanding customer requirements, recording service requests, managing complaints, and coordinating timely resolutions. The role supports customer satisfaction by maintaining accurate records and following established service standards and procedures.
Key Responsibilities
Inbound Calls & Customer Service
- Answer incoming calls through the toll-free customer service number promptly and professionally.
- Listen carefully to customers to understand their requirements, questions, complaints, and service needs.
- Provide accurate information, guidance, and appropriate solutions based on established procedures.
- Maintain a professional and customer-focused approach during every interaction.
- Handle customer inquiries while maintaining required service quality standards.
Customer Requests & Ticket Management
- Create and maintain service tickets in the Cloud for Customers (C4C) system.
- Record customer requests related to spare parts, maintenance, service inquiries, complaints, warranty documentation, and other support requirements.
- Ensure customer information and interaction details are entered accurately and completely.
- Assign service tickets to the appropriate internal department or responsible personnel.
- Monitor open tickets and follow up with relevant teams to support timely resolution and closure.
- Maintain accurate records of customer communications and service requests.
Customer Follow-Up & Complaint Handling
- Follow up with customers regarding outstanding service requests and complaints.
- Communicate updates clearly and professionally throughout the resolution process.
- Escalate unresolved or complex customer issues to the appropriate department.
- Ensure customer concerns are documented and handled according to company procedures and service-level requirements.
- Support customer satisfaction by providing timely and consistent follow-up.
Call & Voice Message Management
- Retrieve and review recorded customer voice messages.
- Contact customers when additional information or follow-up is required.
- Create service tickets based on relevant voice messages and customer requests.
- Transfer calls received through the unified customer service number to the appropriate departments or extensions.
- Respond to customer questions using accurate and up-to-date information.
Outbound Calling & Customer Engagement
- Conduct outbound calls for service follow-ups, customer surveys, feedback collection, and approved campaigns.
- Support customer satisfaction surveys and other customer engagement initiatives.
- Collect relevant customer feedback and accurately record the results.
- Assist with promotional or service-related calling campaigns when required.
CRM & Customer Data Management
- Maintain accurate customer information and service records in the CRM system.
- Ensure customer interaction data is complete, current, and properly documented.
- Follow established customer data management and information-handling procedures.
- Support accurate reporting and customer service performance analysis.
Performance & Development
- Meet assigned individual and team performance targets related to call handling, ticket management, quality, and customer service.
- Monitor key performance indicators and contribute to achieving customer service objectives.
- Participate in training programs, workshops, and seminars to improve product knowledge and customer service skills.
- Stay updated on relevant products, services, systems, processes, and customer service procedures.
- Contribute to continuous improvement initiatives within the call center and customer service function.
General Responsibilities
Service Delivery
- Complete assigned customer service activities according to established schedules and service standards.
- Use available systems and resources efficiently to deliver effective customer support.
- Prepare periodic reports covering activities, service requests, outstanding tickets, and performance deviations.
Problem Solving
- Resolve routine customer service issues using approved procedures and available information.
- Identify recurring customer issues and communicate them to the appropriate teams.
- Escalate complex technical or service-related problems when necessary.
Quality & Customer Satisfaction
- Follow established customer service quality standards and procedures.
- Support customer satisfaction measurement through surveys, feedback, and service interactions.
- Maintain professional communication and accurate information during customer interactions.
- Contribute to improving customer service processes and service quality.
Process Improvement
- Follow documented customer service systems, policies, procedures, and work instructions.
- Identify opportunities to improve call center processes and customer service workflows.
- Support the use of automation and digital tools to improve customer service efficiency.
Compliance
- Follow company policies, procedures, work instructions, and applicable customer service requirements.
- Maintain confidentiality and handle customer information according to established company procedures.
Health, Safety & Environment
- Follow relevant health, safety, quality, and environmental procedures applicable to the assigned work area.
- Maintain compliance with company standards and operational controls.
Academic Qualification
- Diploma or equivalent qualification in Business Administration, Customer Service, Management, or a related field.
Work Experience
- Fresh graduates to 2 years of relevant experience.
- Experience in call center, customer service, CRM, contact center, or customer support is an advantage.
Key Skills
- Call Center Operations
- Customer Service
- Customer Relationship Management (CRM)
- Customer Data Management
- Customer Complaint Handling
- Inbound & Outbound Calling
- Ticket Management
- Customer Follow-Up
- Customer Satisfaction
- Customer Satisfaction Surveys
- Service Request Management
- Communication Skills
- Problem Solving
- Quality Control
- Performance Monitoring
- Process Improvement
- Customer Focus