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. This role supports customers through a toll‑free line, creates detailed tickets, and follows up to meet service level agreements.

Key responsibilities

• Receive and manage all incoming toll‑free calls promptly and professionally.
• Listen actively to identify customer needs and provide appropriate solutions or guidance.
• Create detailed service tickets in the Cloud for Customers (C4C) system for spare parts, maintenance, inquiries, complaints, and warranty documentation.
• Assign tickets to relevant internal departments and monitor progress to ensure timely closure.
• Handle recorded voice messages, retrieve caller details, initiate contact, and log new tickets as needed.
• Transfer calls to appropriate extensions and provide accurate information to callers.
• Conduct outbound calling campaigns for follow‑ups, surveys, or promotional activities.
• Participate in training sessions, workshops, and seminars to enhance product knowledge and service skills.
• Consistently meet or exceed individual and team performance targets in quality and quantity metrics.

Required profile

• Ability to acquire updated soft and technical skills related to the role.
• Deliver planned activities to meet operational and development targets.
• Utilize resources efficiently to achieve objectives within cost and time constraints.
• Provide periodic reports detailing deviations and execution of planned tasks.
• Solve problems, escalating complex operational issues when necessary.
• Ensure quality requirements and develop effective quality control processes.
• Coordinate written systems, policies, and procedures, seeking automation opportunities.
• Comply with relevant policies, procedures, and work instructions.
• Adhere to health, safety, and environmental management procedures.

Required skills

• C4C (SAP Cloud for Customer) ticketing system