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Telephone Support Agent

We’ll find you amazing employees that cost up to 60% less than local equivalents

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Hire Telephone Support Agent
for up to 60% less

Average Salary in the UK £2083.33/month
Omni Talent

£885.42/month

Average omni talent Salary
57.50% Potential Savings
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Telephone Support Agent Job Description

Tasks:

  • Customer Interaction:
    • Answer inbound customer calls and provide timely and accurate information.
    • Handle customer inquiries regarding products, services, orders, billing, and general support.
    • Resolve customer complaints efficiently and escalate complex issues when necessary.
    • Provide step-by-step guidance to customers facing technical or service-related problems.
  • Call Handling:
    • Manage a high volume of inbound and outbound calls while maintaining excellent service levels.
    • Follow call scripts and guidelines to ensure consistency in customer interactions.
    • Log all customer interactions, inquiries, and resolutions accurately in the CRM system.
    • Meet daily and weekly call handling targets and service level agreements (SLAs).
  • Problem-Solving & Resolution:
    • Investigate and troubleshoot customer issues, ensuring a satisfactory resolution.
    • Proactively follow up with customers to ensure their issues are resolved.
    • Work collaboratively with internal departments to address customer needs effectively.
  • Documentation & Reporting:
    • Maintain accurate and up-to-date records of customer interactions and actions taken.
    • Generate reports on customer inquiries and trends to provide feedback to management.
    • Identify recurring issues and suggest improvements to processes and services.
  • Customer Relationship Management:
    • Develop a positive relationship with customers by being empathetic and attentive to their needs.
    • Ensure customer retention by providing excellent service and personalised attention.
    • Promote company products and services where appropriate to enhance customer experience.
  • Compliance & Best Practices:
    • Adhere to company policies, procedures, and service standards.
    • Ensure compliance with industry regulations and data privacy policies (e.g., GDPR, HIPAA).
    • Stay informed about product updates and company offerings to provide accurate support.

Qualifications:

  • Proven experience in a customer support or telephone support role.
  • Excellent verbal communication and active listening skills.
  • Strong problem-solving abilities and ability to remain calm under pressure.
  • Proficiency in using CRM software (e.g., Salesforce, Zendesk, HubSpot) and call center tools.
  • Ability to multitask and manage time effectively in a fast-paced environment.
  • High level of empathy and a customer-first attitude.
  • Strong attention to detail and accuracy in data entry and issue resolution.
  • Ability to work independently and as part of a team.

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