Careers – Calling Center Agents

Npidia is seeking Calling Center Agents 

Number of Positions: 4  

Number of hours: 24 hours a week Monday through Saturday  

Salary: Commensurate with experience.  

Work Experience: 1 year 

Job Description: 

This is an excellent opportunity to join Npidia’s dynamic team as our company continues to grow. Our vision is to build teams dedicated to providing the fastest and most secure credit card transactions while offering the lowest fees in the market. 

The responsibilities of a Calling Center Agent include: 

• Customer Assistance: 

1. Answer incoming calls from customers and provide assistance, information, and solutions to their inquiries or issues. 
2. Listen actively to customer concerns, empathize with their situation, provide appropriate solutions and delegate to appropriate Npidia staff. 
3. Handle challenging or irate customers with patience and professionalism, aiming to de-escalate conflicts and find resolutions. 
4. Be flexible in handling various types of calls and scenarios, as call center agents often encounter diverse customer inquiries. 
5. Adhere to data protection regulations and company security protocols when handling sensitive customer information. 

• Gain Competence in Credit Card Services: 

1. Develop a deep understanding of the credit card services offered by Npidia to effectively address customer questions and promote offerings. 
2. Stay updated on product/service knowledge, company policies, and industry trends to effectively address customer inquiries. 

• Data Entry and Documentation: 

1. Accurately input/update customer information, inquiries, and interactions into the company’s database or customer relationship management (CRM) system. 
2. Maintain accurate records of customer interactions and actions taken during calls for future reference and reporting purposes. 

• Call Handling Metrics: 

1. Adhere to call center performance metrics such as average handling time, first call resolution, and customer satisfaction scores. 
2. Strive to meet or exceed established weekly targets. 

• Script Adherence: 

1. Follow call scripts or guidelines provided by the company to ensure consistent and accurate communication with customers. 
2. Provide feedback on scripts based on customer feedback and call performances. 

• Feedback and Improvement: Provide feedback to supervisors and managers regarding common customer concerns, suggestions for process improvement, and potential training needs. 

• Team Collaboration: Collaborate with colleagues, supervisors, and support teams to share insights, best practices, and assist in problem-solving. 

The role of a call center agent requires strong communication skills, empathy, problem-solving abilities, and the ability to handle a high volume of calls while maintaining a positive and professional demeanor. The call center agent is expected to work 4 hours a day for 6 days, for a complete 24 hours a week. The hours would be Monday through Saturday in one of the following shifts.  

• Shift A is from 10 am to 2 pm 
• Shift B is from 2 pm to 6 pm 
• Shift C is from 10 am to 12 pm and 2 pm to 4 pm  

This is a salary position and bonuses are added quarterly based on job performance.  

Job position will be evaluated on an on-going basis.