Call Center Agent
About The Position
At NetCost Market, the company strives to meet the highest standards, focusing on fresh produce, value for money, and a uniquely positive shopping experience. Call center agents are responsible for ensuring customers' inquiries are adequately answered to their satisfaction, managing all incoming and outgoing calls, building long-lasting relationships with customers, and maintaining comprehensive records of all interactions. The role involves identifying customer needs, clarifying information, conducting research, and providing solutions, while adhering to pre-organized communication scripts.
Requirements
- A minimum of high school diploma
- At least 2 years of work experience in a call center environment
- Fluent in Russian
Nice To Haves
- Must possess good communication and listening skills
- Must have good interpersonal skills to enable an easy flow with customers at all times
- Must be able to multi-task and manage time properly and effectively
- Must be able to adapt to different situations and individuals
- Ability to prioritize in the face of multiple tasks or assignments
- Ability to work as part of a team if need be
- Ability to work with little or no supervision
- Must be self-driven at all times
- Must have good knowledge of customer relationship or customer service practices
- Must have good data entry and typing abilities
Responsibilities
- Manage all incoming and outgoing calls in the organization
- Build long-lasting relationships with customers
- Be informed that NetCost Market keeps a comprehensive record of all calls and/or conversations in the organization’s call center data bank
- Attend educational seminars or conferences on a regular basis so as to develop expertise and improve performance levels
- Make sure that whatever response given to the customer(s) is in line with pre-organized communication scripts that have been prepared for different topics that cover customer-related issues
- Identify the needs of various customers, clarify information, embark on necessary research, and provide lasting solutions to customers’ problems
- Route calls to the appropriate channel(s)
- Forward complex issues or complaints to supervisors
- Work during extended odd hours and/or during holiday periods
- Obtain, verify and enter client information by answering telephone calls and interviewing clients
- Determine customer eligibility by comparing client information to requirements
- Inform clients by explaining procedures, answering questions and providing information
- Maintain communication equipment by reporting problems
- Maintain and improve quality results by adhering to standards and guidelines
- Update job knowledge by studying new product descriptions and participating in educational opportunities
- Accomplish the company mission by completing related results as needed
- Provide customer service support for online reviews and reputation management through phone calls and e-mail correspondence
- Cooperate with other departments in order to work with the company efficiently (stores, GMI, delivery service, etc.)
- Cooperate and communicate via different channels with drivers regarding deliveries, routes and customer requests
- Fill in for delivery dispatch position upon necessity
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
101-250 employees
