Call Center Agent – São Paulo

Role Overview

As the first point of contact for inbound calls, you will engage with customers, assess their needs, provide key information, and drive sales opportunities. Your role is crucial in delivering exceptional service, qualifying leads, and supporting business growth.

Key Responsibilities

• Customer Interaction: Handle inbound calls efficiently, providing prompt and professional assistance.
• Sales Qualification: Assess caller needs using qualification criteria such as budget, authority, need, and timeline (BANT).
• Product Knowledge: Educate customers on services, answer inquiries, and address concerns effectively.
• Appointment Scheduling: Set up follow-up calls or meetings for the sales team with high-potential leads.
• CRM Management: Accurately update and maintain customer records in the CRM system.
• Performance Metrics: Consistently meet or exceed sales quotas and call center targets.
• Collaboration: Work closely with the sales team to ensure smooth lead handoff.
• Market Insights: Provide feedback on customer inquiries, emerging trends, and potential service improvements.
• Call Handling Efficiency: Utilize call center best practices to maximize productivity and customer satisfaction.
• Time Management: Manage high call volumes while maintaining service quality.
• Adaptability: Adjust to changing priorities, new products, and evolving customer needs.

Qualifications

• 2+ years of experience in a call center, inbound sales, or customer service role.
• Proven ability to meet or exceed sales and call performance targets.
• Strong verbal and written communication skills.
• Excellent phone presence with the ability to build rapport quickly.
• Proficiency in CRM systems and call center technology.
• Ability to multitask and stay organized in a fast-paced environment.
• Quick learner with a flexible approach to new information and tools.
• Schedule Flexibility: Must be available to work within PST to EST time zones.
• Call Center Expertise: Understanding of call metrics, scripts, and handling high call volumes.

Preferred Qualifications

• 2+ years of experience in a high-volume call center environment.
• Familiarity with sales automation tools and call center software.

Working Hours

Availability required across PST to EST time zones.