Call Center Agent
JOB TITLE: Call Center Agent
EMPLOYER: Smart Solutions LLC DUTY STATION: Azerbaijan
PUBLISHED: 2019-12-05 LAST UPDATED: 2019-12-05 DEADLINE: 2020-01-04

Position : Call Center Agent

Grade : Management Level


• Be Engaged and Empowered
• Driven by Process
• Operational Excellence
• Resolve Customer Issue

Summary of Position

• Good listening skills
• Multi-tasking ability
• Excellent problem-solving capabilities
• Computer experience

Main Responsibilities

• Answer incoming calls and respond to customer’s emails
• Management and resolve customer complaints
• Identify and escalate issues to the line-manager
• Provide product and service information to customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Process orders, forms, and application
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Upsell products and services
• Complete call logs and reports
• Ability to writing the User story
• Other duties as assigned

Secondary Responsibilities

• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills in Azeri, English and Russian
• Ability to handle stressful situation appropriately

Qualifications, Experience & Skills required for position


• High school diploma or equivalent is advantage
• Proficient in relevant computer applications (MS Office, Ticketing Monitoring System etc.)
• 1 year of experience in a call center environment

Soft Skills

• Self-motivated, Self-development, self-education
• Morally and psychologically steady
• Ability to think analytically, explore situation, make properly decision accordingly
• Attentiveness, diligence, responsibility, discipline
• Ability to work under pressure
• Communication
• Time management
• Fluency in Azerbaijani and Russian language and good working knowledge of English language

E - mail :

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