Call center agent

• Answer incoming calls and respond to customers via phone, social media & emails;
  
• Provide customers with the organization’s service and product information;
  
• Research, identify, and resolve customer complaints in coherence with the company’s standards;
  
• Route calls to appropriate resources in order to provide excellent customer service to customers;
  
• Complete call logs and reports;
  
• Identify, escalate priority issues and report to the high-level management;
  
• Manage large amounts of inbound and outbound calls in a timely manner;
  
• Follow communication “scripts” when handling different topics;
  
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives;
  
• Build sustainable relationships and engage customers by taking the extra mile;
  
• Keep records of all conversations in our call center database in a comprehensible way and based on the standard operating procedures;
  
• Perform other related duties as assigned.
  

Requirements

• Very good data entry and typing skills;
  
• Excellent knowledge of Armenian, English and Russian
  
• Excellent listening, verbal, and written communication skills;
  
• Ability to handle stressful situations appropriately;
  
• Experience in a relevant field will be considered a plus
  
• Customer service orientated & attention to details;
  
• Able to work independently and in a team;
  
• Accurate and responsible.