What are the responsibilities and job description for the Call Center Representative position at CTG?
The Call Center Representative reports to the Call Center Supervisor and provides effective and efficient service to customers and prospects on all services. The representative interacts with customers to provide primary or scripted information in response to routine inquiries about products and services. The representative may also handle and resolve general complaints.
Responsibilities:
- Provide exceptional customer service, including verbal, nonverbal, and written communication, as outlined within the agreed quality standards.
- Understand customers’ needs and determine the appropriate course of action in line with agreed Standard Operating Procedures (SOPs) and policies.
- Maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken to resolve customer inquiries.
- Processes/administers existing accounts (adding a vehicle or change of address).
- May contact customers to respond to inquiries or to notify them of investigation results/updates.
- Escalate unresolved customer grievances to a designated team member or department for further investigation.
- Determine charges for services requested and transfer them to the appropriate department, if applicable.
- Provide customer services via telephone or person to provide information about products, services, order status, or grievances.
- Contribute to overall department targets by achieving Key Performance Indicators (KPIs).
- May perform other duties as assigned.
OTHER:
- Process payments over the phone
- Set recurring payments (e.g. direct debit) over the phone
- Review vehicle passage images to identify and classify accurately.
- Process Penalty Charge Notices, Appeals, and Representations as part of the Enforcement services
Experience:
- 1 year of customer service is required
- Proficiency in computers, including Microsoft Office