Call Center Agent

Job Scope
A Call Center Agent is accountable for handling and answering inbound and outbound calls. S/He responds to customers' orders, attends to inquiries, troubleshoots problems, and provides centralized information.

Main Duties and Responsibilities

1. Provide information and support services addressing IT related queries
2. Strictly follow the SLA for technical issues and update the tickets status in internal and partner portal
3. Monitor and track the call status and ensure that the technical support team responds to the tickets as per the SLA
4. Attend to customer complaints as high priority in coordination with the Senior Agent or direct manager
5. Route inbound calls to the appropriate resources
6. Guide and inform customers on new products, services, and policies
7. Process orders, forms, and applications requested by the customers
8. Review customer accounts and provide updates on billing, shipping, warranties, and any other account items
9. Document all call information and run reports to analyze the call status and problems in coordination with the Senior Agent or direct manager
10. Remain abreast and fully equipped with the latest technology and secure tools