Call Center Representative

About the role

We are looking for a Call Center Representative to deliver high‑quality customer service through inbound and outbound calls. You will manage service requests, complaints and follow‑up actions while ensuring compliance with company standards and customer‑satisfaction goals.

Key responsibilities

• Answer all incoming toll‑free calls promptly and professionally, identifying customer needs and providing appropriate solutions.
• Create detailed service tickets in the Cloud for Customers (C4C) system for spare‑parts, maintenance, warranty, and other requests, ensuring accurate data entry.
• Assign tickets to the relevant internal departments, monitor progress and follow up to meet SLA timelines.
• Handle recorded voice messages, retrieve caller details, initiate contact and log new tickets as required.
• Transfer calls from the unified number to the correct extensions and provide up‑to‑date information.
• Conduct outbound calling campaigns for follow‑ups, surveys or promotional activities.
• Participate in training sessions, meet individual and team performance targets, and produce periodic deviation reports.
• Identify and solve operational problems, escalating complex issues when necessary.
• Support quality control, process improvement, compliance and health‑safety procedures.

Required profile

• Strong ability to learn and apply updated soft and technical skills related to the role.
• Commitment to meet operational and development targets within defined schedules.
• Effective communication and proactive customer interaction.
• Orientation toward quality, compliance and continuous improvement.

Required skills

• Experience with C4C (SAP Cloud for Customer) ticketing system.