Legal Account Associate - Call Center | 1 year BPO exp required

Job Description

Agents serve as trusted advisors and advocates who will guide customers through the products and services of the leading Legal Technology company. Each representative must possess customer empathy, active listening, clear communication, problem solving, attention to detail, confidence, and propensity to sell to be successful in their role.

Required Skills:

1. Customer Empathy

Demonstrates genuine concern for customer needs and concerns. Able to acknowledge customer emotions, build rapport, and provide a positive customer experience while maintaining professionalism, especially during challenging interactions.

2. Active Listening

Listens attentively to customer concerns without interrupting, accurately identifies the root issue, asks relevant probing questions, and confirms understanding before providing solutions.

3. Clear Communication

Communicates information confidently and effectively using clear, concise, and professional language. Can explain products, services, processes, and solutions in a manner that is easy for customers to understand

4. Problem Solving

Analyzes customer concerns, identifies appropriate solutions, and takes ownership of resolving issues. Demonstrates sound judgment, critical thinking, and the ability to navigate multiple resources to achieve positive outcomes.

5. Confidence and Professionalism

Displays confidence when handling customer inquiries, addressing objections, and making recommendations. Maintains composure under pressure and projects credibility throughout interactions.

6. Attention to Detail

Accurately documents customer interactions, follows processes and policies, verifies information, and minimizes errors while managing multiple tasks in a fast-paced environment.

7. Propensity to Sell

Recognizes opportunities to promote products, services, or value-added solutions that align with customer needs. Demonstrates persuasive communication skills while maintaining a customer-focused approach and achieving business objectives.