Call Center Agent
ការពិពណ៌នាការងារ
Position Summary
The Call Center Agent supports inbound and outbound communication for aftersales operations. The role ensures fast response, accurate information delivery, and effective
follow-ups to strengthen customer satisfaction and retention.
Key Responsibilities
1. Inbound Call Handling
• Answer customer calls regarding service bookings, maintenance, parts inquiry, warranty information, and general questions.
• Provide clear and accurate information according to Jetour service guidelines.
• Record all customer interactions into the CRM.
2. Outbound Campaigns
• Execute maintenance reminders, service follow-ups, booking confirmations, CSI calls, and expired warranty notifications.
• Support marketing campaigns such as free check-ups, promotions, and service packages.
3. Appointment Scheduling
• Manage daily booking schedule and coordinate available time slots with Service Advisors.
• Ensure full-capacity scheduling aligned with workshop productivity targets.
4. Escalation & Case Tracking
• Identify dissatisfied customers and escalate to Customer Service Supervisor or Manager.
• Track the status of each case until closed.
5. Reporting & Data Accuracy
• Prepare call logs, daily report summaries, and outbound campaign performance.
• Highlight recurring issues or frequent customer pain points.
Job Requirements
• High school diploma or Bachelor’s degree preferred.
• 1+ year call center or customer service experience.
• Clear communication skills; polite, calm, and structured.
• Ability to multitask and handle high-volume calls.
• Basic computer literacy and CRM usage experience is a plus.
* Core Competencies
• Communication & clarity
• Active listening
• Patience & resilience
• Data entry accuracy
• Stress management
• Customer engagement