Experienced Call Center Agent – SSDI Campaign

SoftCalls is seeking an Experienced Call Center Agent for our SSDI Campaign based in Karachi. The ideal candidate has at least three months of call center experience and preferably a background in US campaigns. This role requires effective communication skills in English and the ability to handle night shifts. Candidates with knowledge of Social Security Disability Insurance, disability, or insurance sectors will have an added advantage. This position is on-site and is ideal for individuals who are dedicated, professional, and capable of delivering excellent customer service while adhering to campaign requirements. The Call Center Agent will primarily focus on managing inbound and outbound calls related to the SSDI campaign, providing clear and concise information to clients, and maintaining high levels of customer satisfaction. The role demands attention to detail, persistence, and the ability to work efficiently within a team environment without managing any subordinates. The shift timings and campaign specifics require commitment to work during night hours and ability to thrive in a fast-paced call center atmosphere while complying with company policies and campaign goals.
Responsibilities

Handle inbound and outbound calls professionally for the SSDI campaign, ensuring clear communication and accurate information exchange.
Provide excellent customer service by addressing inquiries, explaining benefits, and assisting callers with Social Security Disability Insurance matters.
Maintain up-to-date knowledge and understanding of the SSDI program, disability insurance policies, and relevant US-based campaign procedures.
Work night shifts as per the campaign schedule, demonstrating reliability and punctuality in attendance.
Record detailed call notes and customer data accurately into the companys CRM or call management system.
Adhere strictly to company policies, data protection regulations, and call center quality standards.
Collaborate with team members and supervisors to meet daily targets and improve overall call center performance.
Utilize strong listening skills to resolve customer concerns promptly, escalate issues when necessary, and provide appropriate solutions.
Demonstrate professionalism, patience, and empathy when interacting with a diverse customer base.
Contribute to a positive team environment without managing other agents, supporting the overall success of the SSDI campaign.
Participate in training sessions to remain current on campaign updates, product knowledge, and customer service techniques.