General Purpose

Answer incoming calls from customers by determining requirements, answer inquiries and questions, handle complaints, troubleshoot problems and provide information, fulfilling requests & maintaining database..

Main Job Tasks and Responsibilities

• Obtains customers information by answering telephone calls & entering their information in database in a comprehensible way.


• Determines eligibility by comparing customer information to requirements.


•  Informs customers by explaining procedures; answering questions; providing information.


•    Research required information using available resources. 


• Managing large amounts of inbound and outbound calls in a timely manner.


•    Identify and escalate priority issues.


•    Produce call reports

Education and Experience

• High school diploma or equivalent


• 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

Key Competencies

• Track record of over-achieving quota


• Strong phone and verbal communication skills along with active listening.


• Ability to multi-task, set priorities and manage time effectively


• Poblem analysis and problem solving


• Customer service orientation


• Organizational skills


• Attention to detail


• Adaptability


• Team work


• Stress tolerance


• Resilience