Call Center Agent
London, England, United Kingdom
• Answered high volume of incoming calls with unwavering patience, empathy, and professionalism to deliver excellent customer service. • Leveraged active listening and effective probing techniques to thoroughly understand customer queries before recommending solutions. • Utilized exceptional communication skills to explain policies, manage expectations, de-escalate tensions, and resolve complaints to customer satisfaction. • Built rapport through positive interactions while maintaining adherence to schedule of support queue. • Demonstrated tech-savviness by navigating multiple complex systems with ease to retrieve customer accounts and verify details. • Collected accurate documentation within call logs to inform future interactions and enhance customer experience. • Partnered with leadership by providing constructive feedback on policies, tools, and training to better empower agents. • Supported team by consistently meeting key performance metrics for call duration, first-call resolution, quality standards and satisfaction scores. • Exhibited exceptional organization by efficiently coordinating office supply inventory, placements, and equipment maintenance.
