日本と海外をつなぐクラウドソーシング

SITEL

Customer Service Representative

2014/04～ 2016/12

I was a customer service representative for a US based company back then. I handle 50-60 calls a day, and that depends on the call volumes that were getting and that's the average per night per agent. My schedule most of the time is around 8:00/9:00 in the evening to 5:00/6:00 in the morning. In handling calls I was trained to be polite at all times especially if the customer is upset about the situation. One of my coaches said "just remember, the customer is upset not because of you, but because of the situation in their account maybe or with the company itself". In this job you have to have patience, a lot of it. When it comes to technical attributes as an agent I learned to multi-task (talking while typing for example), do data entry, problem solving skills, probing, data gathering, background checking, verifying information, outbound calls, sales, e-mail handling, online ordering etc.