Call Center Representative / Customer Care

Overview

Requirements

• 3+ years of professional experience in call centers, customer care, customer service, contact centers, telesales, or a similar role
• Excellent spoken and written English communication skills
• Clear, confident, friendly, and professional telephone manner
• Strong active-listening, empathy, problem-solving, and conflict-resolution skills
• Experience using CRM, call-center, ticketing, customer-service, or contact-center platforms
• Strong computer literacy and confidence using email, spreadsheets, web applications, and digital communication tools
• Ability to manage multiple calls, cases, follow-ups, and priorities efficiently
• Strong attention to detail when recording customer information and interaction histories
• Ability to remain calm and professional when handling complaints, high call volumes, or challenging situations
• Understanding of customer-service KPIs such as response time, first-contact resolution, customer satisfaction, quality scores, and service levels

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently
• Respond to customer questions regarding products, services, accounts, orders, bookings, policies, and procedures
• Listen carefully to customer concerns and identify the appropriate solution or next step
• Resolve routine customer issues during the first interaction whenever possible
• Create, update, and manage customer cases, tickets, and service requests in CRM or call-center systems
• Provide clear information and step-byby-step guidance based on approved procedures and knowledge resources
• Escalate complex technical, billing, operational, or service issues to the appropriate department
• Follow up on unresolved cases and ensure customers receive timely updates
• Handle complaints, objections, and difficult conversations calmly and professionally
• Maintain accurate records of calls, customer interactions, resolutions, follow-ups, and case outcomes
• Assist customers with account updates, basic troubleshooting, order status, appointment scheduling, bookings, or other approved services
• Coordinate with sales, operations, finance, logistics, IT, and other internal teams to resolve customer issues