The Inbound Call Center Assistant is responsible for managing incoming calls from customers and clients, delivering accurate information, and ensuring an exceptional service experience. As an essential part of the call center team, the Inbound Call Center Assistant handles inquiries, resolves basic issues, and forwards more complex concerns to the appropriate department. This role requires excellent communication skills, patience, and a strong customer-focused mindset.
Key Responsibilities:
- Answer and manage a high volume of inbound customer calls in a professional and timely manner.
- Assist callers by providing accurate information regarding products, services, billing, and account details.
- Document each interaction clearly in the CRM system, maintaining a full record of customer concerns and solutions offered.
- Resolve customer questions and concerns directly or escalate issues as needed to ensure resolution.
- Follow standard procedures, scripts, and guidelines while delivering a consistent customer experience.
- Support the wider customer service team by coordinating with other departments when necessary.
- Continuously learn about company services, updates, and system tools to enhance performance as an Inbound Call Center Assistant.
- Meet or exceed key performance indicators, such as call handling time, customer satisfaction scores, and first-call resolution rate.
- Uphold company policies while showing empathy and professionalism during every interaction.
Qualifications:
- High school diploma or equivalent required; additional training in customer service or communications is a plus.
- 1+ years of experience in a call center or customer service environment preferred.
- Strong verbal communication, listening, and problem-solving skills.
- Ability to multitask and navigate multiple systems while speaking with customers.
- Proficiency with call center software, email, and basic computer applications.
- Ability to stay calm and focused under pressure — a key trait for a successful Inbound Call Center Assistant.
Preferred Skills:
- Experience with CRM or ticketing systems (e.g., Salesforce, Zendesk, Freshdesk).
- Bilingual or multilingual skills are highly desirable.
- Familiarity with the company’s industry or services enhances effectiveness as an Inbound Call Center Assistant.
Job Type: Full-time
Pay: $18.00 - $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Shift:
- Day shift
- Evening shift
- Morning shift
- Night shift
Work Location: In person
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