Call Center Agent- Customer Experience & Lead Management (On-Site)

Position Overview

The Call Center Agent will play a critical role in delivering an exceptional customer experience for a leading car manufacturer. This role involves handling customer inquiries, conducting surveys, managing leads, and confirming appointments across multiple communication channels. The agent will use Salesforce and call center tools to track interactions and ensure seamless customer engagement.

Key Responsibilities

1. Customer Engagement & Service

• Conduct customer satisfaction surveys via phone, email, SMS, web chat, and WhatsApp.
• Provide prompt and professional customer service responses.
• Follow up with prospective customers to nurture leads.
• Confirm and follow up on customer appointments.
• Handle both inbound and outbound customer communications efficiently.

2. Performance & Process Compliance

• Meet daily, weekly, and monthly performance objectives.
• Accurately document interactions and customer feedback in Salesforce and other CRM tools.
• Follow established customer experience protocols and quality standards.

3. Technology & Reporting

• Utilize Salesforce and Call Center software to manage customer interactions.
• Escalate complex issues to the Team Leader when needed.
• Contribute to process improvement initiatives based on customer insights.

Core Competencies

• Customer Focus: Ability to actively listen and respond to customer needs with empathy and professionalism.
• Communication Skills: Clear verbal and written communication in both English and Spanish (preferred).
• Problem-Solving: Ability to assess customer concerns and provide effective solutions.
• Time Management: Strong ability to multitask and handle high call volumes efficiently.
• Attention to Detail: Ensuring accurate data entry and reporting of customer interactions.
• Adaptability: Ability to work in a fast-paced, evolving environment.
• Tech-Savvy: Comfortable using multiple digital tools, including CRM systems and omnichannel communication platforms.
• Teamwork & Collaboration: Works well with colleagues and leadership to achieve common goals.

Qualifications & Skills

• Minimum 2 years of experience in a call center environment.
• Proficiency in CRM platforms (Salesforce preferred) and call center tools.
• Experience handling communications via phone, email, SMS, web chat, and WhatsApp.
• Previous experience in the automobile industry is a plus.
• Ability to meet performance targets.
• Bilingual (English & Spanish) preferred.