Do you like relating with people and helping them with their inquiries, questions, and needs? If so, an inbound call center representative role might be appropriate for you.
Inbound customer service representatives interact with customers and are frequently the “voice” of their organization. They take incoming calls, assist with questions, and resolve client issues, which might include a wide range of topics. They’re necessary for ensuring clients happiness in general.
Inbound call centre agents must be able to manage their time properly because they must undertake a variety of activities in addition to speaking with customers. They frequently support other departments, as well as maintaining data and summarizing client inquiries and presenting it to the company’s management.
Inbound Call Center Job Description
Inbound customer service representative responsibilities are:
- Taking incoming calls from customers who called to inquire about the company’s products
- Help various departments to facilitate sales of the company’s product
- Analyze customer issues and help in resolving them within the period required
- Collaborate with customers and ensure that proper questions are asked to identify problems.
- Manage all customer inquiries and compile a report for management to review
- Manage and prioritize customer tasks, ensuring that all deadlines are met within the specified time frame.
- Keep accurate data and verify it for all customer service
Education and experience
The educational requirement for the inbound call centre representative role is high school diploma or GED required (an associate degree is preferred).
Inbound customer service representative skills
The required skills for an inbound call center agent are:
- Proven customer service experience
- Strong phone handling skills and active listening
- Know how to use CRM systems and practices
- Excellent communication and presentation skills
- Multitasking, prioritizing and time management skills
Inbound Customer Service Representative Salary
In the United States, the average salary for an inbound customer service representative is $38,000. Salary for any position is determined by factors such as experience, education, firm size, industry, and market.
Typical work environment of an inbound call center job
For incoming calls, inbound customer service employees must deliver high-quality service. They should have a thorough understanding of the product or service, as well as strong communication and problem-solving abilities. In this position, the ability to record and document any client inquiries or questions is frequently required, therefore multitasking is a plus.
In an office or call center environment, the inbound customer service representative is frequently required to converse for long periods of time and transfer clients to the appropriate specialist. They’ll usually work in a large office with several cubicles, although this job can also be done from home.
Typical Working Hours
How many hours does call center agent work? In a typical office setting, an inbound customer service representative works Monday through Friday from 9 a.m. to 5 p.m. However, depending on the needs and hours of a specific organization, longer or different hours may be required.
Available Call center Certifications
There are several customer service certification courses available to inbound call centre representatives, Most of these courses are either online or offline, and they can also be free or paid. Inbound customer service representatives can benefit from the following certifications:
1. Customer Service Certification
Inbound customer service representatives will benefit greatly from these customer Service certifications. A typical customer service certificate course will cover customer service fundamentals, communication skills and strategies, and problem-solving techniques. Simulated phone calls and other customer service scenarios are used to imitate the real-world experience.
2. COPC Customer Experience (CX) Standard
The COPC customer experience certificate is an accredited customer service certification training, thus, offering a communication and customer service standard for an inbound customer service agent.
3. Customer Service Representative Certificate
The Customer Service Representative certification (CSR) is available to deliver online video courses on the fundamentals of customer service, how to apply for inbound call center jobs, and other necessary information needed for the job.
The career path for an inbound call center representative entails first obtaining a high school diploma or GED, with an associate degree being preferred in many cases. This path can often start as an entry-level position, but can have opportunities for advancement, based on experience and performance.
In addition, they can seek to further their career through completing customer service certification online courses and training that can help them improve their skills and expertise in the profession.
Sample interview questions for inbound call centre jobs
What questions do they ask at a call center interview? Below are some of the questions that are asked at a call centre job interview:
- Do you have good communication skills?
- Are you comfortable communicating and remaining professional with dissatisfied customers?
- How do you do in a high-stressed environment?
- What would you do if you were unable to help a customer with their problem?
- How would you handle a dissatisfied customer with a known problem and unresolved?
- Can you use call centre software?
- Do you have any previous experience with customer service or help desk support?
- Have you ever worked in a call centre?
- Are you able to calm high pressure situations when customers are dissatisfied?
- Do you have any relevant certification for this position?
- Are you able to speak comfortably for long periods of time?
Getting an inbound call job is easy if you have the right qualifications, mindset and experience. Everyday, inbound call center jobs are posted on newspapers and recruitment blogs. If you are starting your career or want to switch, you should first know the inbound call center job description for your resume so that you can make your CV attractive to recruiters.