• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services. • Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued. • Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed. • Building lasting relationships with clients and other call centre team members based on trust and reliability. • Utilizing software, databases, scripts, and tools appropriately. • Understanding and striving to meet or exceed call centre metrics while providing excellent consistent customer service. • Making sales or recommendations for products or services that may better suit client needs. • Taking part in training and other learning opportunities to expand knowledge of company and position. • Adhering to all company policies and procedures.