Company Overview:
At NetCost Market, we strive to meet the highest standards. Fresh produce, value for money, and a uniquely positive shopping experience are the foundations on which we operate, bringing the complete shopping experience to the community.
Job Duties and Responsibilities:
Call center agents perform various functions in ensuring customers’ inquiries are adequately answered to their satisfaction.
The responsibilities, tasks, and duties carried out by call center agents are shown in the job description below:
- 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
Preferred Qualifications:
- 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
- A minimum of high school diploma
- At least 2 years of work experience in a call center environment