Overview
The Virtual Call Center plays a critical role in providing exceptional customer service through remote channels. This position is essential in maintaining high levels of customer satisfaction and loyalty while representing the organization professionally and effectively.
Key Responsibilities
Handle incoming calls, emails, and chats from customers professionally and courteously
Assist customers with product inquiries, account issues, billing questions, and technical troubles
Follow communication scripts and handle objections skilfully
Identify and escalate priority issues to the appropriate teams
Meet or exceed call quality standards, departmental goals, and performance metrics
Utilize CRM software to accurately document customer interactions
Keep updated on product knowledge and customer service policies
Adhere to virtual call center policies and procedures
Provide feedback and suggestions for process improvement
Participate in ongoing training and professional development
Manage multiple tasks simultaneously while maintaining attention to detail
Maintain a positive and professional attitude towards customers and colleagues
Adapt to changes in technology, procedures, and team structures
Required Qualifications
High school diploma or equivalent; associate’s or bachelor’s degree preferred
Proven experience in a customer service or call center environment
Excellent verbal and written communication skills
Ability to remain calm and professional under pressure
Strong problem-solving and decision-making abilities
Ability to adapt to various customer personalities and scenarios
Knowledge of CRM systems and call center software
Basic computer skills and proficiency in MS Office
Exceptional time management and organizational skills
Ability to work independently in a remote environment
Strong attention to detail and accuracy in data entry
Patience and empathy in dealing with customer concerns
Flexibility to work variable shifts, including evenings and weekends
Commitment to maintaining customer confidentiality and data security
A refundable $30 background check fee is required when selecting a job from our portal and will be reimbursed once you start working. This is a 1099 contract position, with admin fees deducted from paychecks. Note: residents of CA, CT, CO, IL, MA, MN, NJ, NY, OR, PA, VT, WA, and WI are ineligible.
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About the Company:
Astute Virtual Solutions