Call Center Representative

About the role

The Call Center Representative will deliver high‑quality customer service by handling inbound and outbound calls, processing service requests, and ensuring timely resolution in line with company standards and customer‑satisfaction goals.

Key responsibilities

• Answer all toll‑free calls promptly, listen actively, and identify customer needs.
• Create detailed service tickets in the Cloud for Customers (C4C) system for spare‑parts, maintenance, warranty, and other requests.
• Assign tickets to the appropriate internal departments and monitor progress to meet SLA targets.
• Manage recorded voice messages, retrieve caller details, and log new tickets as required.
• Transfer calls to the correct extensions and provide accurate information.
• Conduct outbound campaigns for follow‑ups, surveys, or promotions.
• Participate in training sessions to improve product knowledge and service skills.
• Maintain quality, compliance, and health‑safety standards while seeking process improvements.

Required profile

• Professional demeanor with strong communication skills.
• Ability to meet individual and team performance targets.
• Willingness to continuously update soft and technical skills.
• Problem‑solving mindset and ability to escalate complex issues.
• Commitment to adhere to company policies, quality standards, and safety procedures.

Required skills

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

What we offer

• Opportunities for ongoing training and professional development.
• Dynamic work environment within a leading electric solutions provider.