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What is an Inbound Phone Support Representative?

An Inbound Phone Support Representative is the  person, who is responsible in answering inbound phone calls, identify and resolve caller needs, and provide information to clients. They interact with customers on a one-on-one basis in a customer-friendly yet professional tone via phone. It is their duty to answer calls quickly and minimize waiting times for customers to maintain a consistent standard of service at all times.

 An Inbound Phone Support Representative has the skill, product, and technical knowledge to deal with the call personally or, if necessary, transfer the call to a specialist. Phone support representatives are often the front liners when it comes to customers needing assistance since they make them feel that they are there to intently listen to their concerns and are dedicated to providing resolutions.

What Does an Inbound Phone Support Representative Do?

An Inbound Phone Support Representative performs various functions such as:

  • Receiving  inquiries, service requests or complaints

  • Provides answers or resolutions through the phone

  • Managing large amounts of inbound and outbound calls in a timely manner

  • Following call center “scripts” when handling different topics

  • Identifying customers’ needs, clarify information, research every issue and providing solutions 

  • Seize opportunities to up sell products when they arise

  • Build sustainable relationships and engage customers by taking the extra mile

  • Keep records of all conversations in our call center database in a comprehensible way

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