DescriptionJob Title: Call Center Agent
Location: Hamilton, ON
Job Type: Full-time
Job Summary:
We are seeking a friendly, customer-oriented Call Center Agent to join our dynamic team. The successful candidate will be responsible for handling inbound and outbound calls, providing exceptional service, resolving customer inquiries, and ensuring that each customer interaction is a positive experience. The role requires strong communication skills, problem-solving abilities, and the ability to thrive in a fast-paced environment.

Key Responsibilities

• Answer incoming customer calls promptly and professionally.
• Provide accurate product/service information and troubleshoot issues as necessary.
• Process orders, refunds, or exchanges in line with company policies.
• Maintain up-to-date knowledge of company products, services, and promotions.
• Follow up on customer interactions as needed to ensure satisfaction.
• Achieve and maintain performance metrics, including call quality, resolution time, and customer satisfaction.
• Collaborate with team members and supervisors to resolve complex customer issues.
• Adhere to company policies, procedures, and quality standards.

Skills, Knowledge and Expertise

• High school diploma or equivalent (additional education or certifications preferred).
• Excellent verbal and written communication skills.
• Ability to listen attentively and address customer needs effectively.
• Strong problem-solving and conflict resolution skills.
• Ability to remain calm and professional in stressful situations.
• Basic computer skills and proficiency in using call center software or CRM systems.
• Flexible availability, including evenings, weekends, and holidays (if applicable).
• Positive attitude and strong work ethic.

Benefits

• Health insurance
• Paid time off
• Opportunities for advancement and skill development
• Supportive team environment