Answering Calls: Agents must handle incoming calls from customers, addressing inquiries, providing information, and resolving issues efficiently and courteously.
Making Outbound Calls: They may also need to make outbound calls to follow up on customer inquiries, confirm orders, or conduct surveys.
Providing Information: Agents should be knowledgeable about the company's products or services and be able to provide accurate information to customers.
Resolving Issues: Handling customer complaints and resolving issues effectively and in a timely manner is a key responsibility. This might involve troubleshooting problems, coordinating with other departments, or escalating issues to supervisors when necessary.
Recording Information: Agents need to accurately document customer interactions, including issues raised, solutions provided, and any follow-up actions required. This information is often logged into a customer relationship management (CRM) system.
Upselling and Cross-selling: In some cases, agents may be tasked with promoting additional products or services to customers during their interactions, contributing to sales revenue.
Maintaining Professionalism: Agents should maintain a professional demeanor at all times, remaining patient, empathetic, and courteous, even when dealing with difficult or irate customers.
Following Company Policies: Adhering to company policies and procedures, including those related to privacy, security, and customer service protocols, is essential.
Continuous Improvement: Agents may be expected to participate in training sessions and workshops to improve their product knowledge, communication skills, and problem-solving abilities.
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Resume Keyword Practices to Avoid
We’ve established that using resume keywords throughout your application boosts your chances of a human hiring manager seeing it.
However, be careful not to overdo it.
Packing your resume full of keywords is almost as bad as not including any at all.
Don’t forget that a real person will (hopefully) see your resume at some point. So use natural language that engages that person.
Tip
Make sure you balance hard skills vs soft skills on your resume to show you’re a rounded candidate.
Otherwise, they’ll think you’re either a bad writer — which indicates your communication skills aren’t good — or assume you’re trying to beat the ATS, making you seem dishonest.
Dishonest Keywords
It’s tempting to simply include all of the keywords you see in a job posting on your resume to maximize your chances of getting past the ATS.
But hiring managers are going to be suspicious if they see a resume that’s too perfect.
And even if you make it through to the interview, expect to be pressed with some tough questions about your skills.
Stick to the abilities and qualifications you actually have. Adding skills you lack will waste everyone’s time.