The call center representative may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. AstraZeneca Plc. are searching for a polite, professional call center representative to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services.

Responsibilities:

• Determines requirements by working with customers.
• Answers inquiries by clarifying desired information by researching, locating, and providing information.
• Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions, and forwarding requests.
• Sells additional services by recognizing opportunities to up-sell accounts, and explains new features.
• Maintains call center database by entering information.
• Keeps equipment operational by following established procedures, and reporting malfunctions.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments.

Requirements:

• More education or experience may be preferred.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision making skills.
• Adaptability and accountability.

Qualifications/Skills:

• High school diploma
• One to two years of call center representative experience (Entry Level are allowed)