Manage large amounts of inbound and outbound calls in a timely manner. Follow communication “scripts” when handling different topics. Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives. Seize opportunities to upsell products when they arise. Build sustainable relationships and engage customers by taking the extra mile. Keep records of all conversations in our call center database in a comprehensible way. Frequently attend educational seminars to improve knowledge and performance level. Meet personal/team qualitative and quantitative targets.