Below is the job description of the role: - Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services. - Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued. - Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed. - Building lasting relationships with clients and other call centre team members based on trust and reliability. - Utilizing software, databases, scripts, and tools appropriately. - Understanding and striving to meet or exceed call centre metrics while providing excellent consistent customer service. - Taking part in training and other learning opportunities to expand knowledge of company and position. - Adhering to all company policies and procedures.