Inbound Call Center Agent

About the role

We are looking for a detail-oriented, customer-focused inbound call center agent to join our support team. In this role, you will be the first point of contact for customers calling with questions, complaints, and service requests. You will handle a high volume of inbound calls and contacts daily, resolve issues accurately and quickly, and log every interaction in our CRM.

Responsibilities

• Answer inbound calls within the target response time and greet customers professionally

• Listen actively to identify the customer’s need and provide accurate information or a resolution

• Handle complaints calmly and escalate to a supervisor or specialist when the issue is outside your authority

• Process orders, returns, payments, and account updates during the call

• Follow approved call scripts and call flow guides for each interaction type

• Log all call details and outcomes in the CRM before moving to the next contact

• Handle contacts across phone, live chat, and email depending on queue volume

• Meet or exceed daily performance targets including call volume, average handle time, and CSAT

• Attend scheduled training sessions and apply feedback from coaching

Requirements

• Strong verbal communication skills and the ability to stay calm under pressure

• Comfortable working in a CRM and updating records accurately after each call

• Able to manage multiple tasks at once — listening, typing, and navigating systems simultaneously

• Reliable and organized, with attention to detail in documentation

• Positive, service-oriented attitude with a willingness to learn

• It is a Full Time కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 1 - 5 years of experience.