Call Center Process Specialist Job Description
Call Center Process Specialist Job Profile and Description
A call centre process specialist processes orders received by phones and e-mails from business representatives, retail representatives and other agents in a call center environment. These specialists are required to perform account maintenance functions like rate plans and feature changes. They are responsible to troubleshoot errors that impact activation and account setups.
Duties and Responsibilities
- To respond to complaints, problems and questions of the agents.
- To maintain and process phones and mails from clients.
- To setup the machine connection between various departments.
- To handle all TEL wireless connections (Cell ware, unity, VII, etc).
- To handle technical errors and do the needful as quickly as possible.
- To type out orders and schedules as and when needed.
- To interface with the distribution channels.
- To perform other duties as assigned.
Skills and Specifications
- He should have good communication and interpersonal skills.
- He should have the ability to prioritize problems and organize the errors.
- He should have good analytical skills.
- He should be a self starter.
- He should have good multitasking skills and follow up knowledge.
- He should have good computer experience and working knowledge of Microsoft office.
- He should have no problems working in flexible shifts as and when required by the company.
- He should have no problem devoting holiday hours.
- He should be able to type at least 40 words per minute.
- He should be a systematic person so that he can manage the work properly
Education and Qualifications
A call centre process specialist need to a high school pass out in the minimum. An equivalent diploma degree too would do fine with most companies. He should have undergone necessary training in call centre wireless setup or should have relevant experience. Any additional degree of diploma in management will surely prove to be an advantage.