Call centre agent jobs in Finland
Call centre agents handle incoming or outgoing customer calls for a business. They call existing and prospective customers to promote goods and services. They also obtain sales and arrange sales visits.
Call centre agent - Which skills are essential?
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
Execute multiple tasks at the same time, being aware of key priorities.
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
Master foreign languages to be able to communicate in one or more foreign languages.
Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.
The methods involving payment done through credit cards.
Change approach to situations based on unexpected and sudden changes in people's needs and mood or in trends; shift strategies, improvise and naturally adapt to those circumstances.
Demonstrate degrees of maturity by fully understanding one's own qualities and abilities which can serve as sources of confidence in different situations.
Use specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase targeted sales.
Give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
Utilise computers, IT equipment and modern day technology in an efficient way.
Maintain a temperate mental state and effective performance under pressure or adverse circumstances.
Liaise via telephone by making and answering calls in a timely, professional and polite manner.
Enter information into a data storage and data retrieval system via processes such as scanning, manual keying or electronic data transfer in order to process large amounts of data.
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
Handle inquiries or information independently with little or no supervision. Depend on one's self to communicate with others and perform daily tasks such as working with data, creating reports, or using software.
Call centre agent - Which skills are useful but not essential?
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.
The functioning and methods used to manage electronic purchases.
Respond to customers' inquiries and provide customers with appropriate information.
Share information with and instruct users in the risks involved with data, especially risks to the confidentiality, integrity, or availability of data. Educate them on how to ensure data protection.
Assess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.
The cooperation between people characterised by a unified commitment to achieving a given goal, participating equally, maintaining open communication, facilitating effective usage of ideas etc.
Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
Resolve ICT-related incidents and service requests from customers, clients or colleagues including password resets and updating databases such as Microsoft Exchange email.
Properly operate ITIL (Information Technology Infrastructure Library) based service desk procedures.
Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
Take initiatives to come up with improvements.
Prioritise incidents and requests reported by customers or clients. Respond professionaly and on time
The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.