TheCall Center Representative will handle inbound calls and help the customer understand which Adobe products on their computer are genuine and non-genuine, how it might have happened, and facilitate a path for resolution – ultimately having the customer purchase Genuine Adobe products.  

They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response and or follow-up.  

Success is based on helping the customer and not the time spent on the phone, in fact we encourage longer calls if needed to help the customer.

To be a successful Call Center Sales Representative, you should be customer-focused, detail oriented, and efficient. You should be polite, empathetic, reliable, knowledgeable, and adaptable.

Responsibilities

1. Handle incoming business contacts having non-genuine software and help them understand the situation and resolve their issues, including the sale of Genuine Adobe Products

2. Maintain excellent knowledge of Adobe products and services and the software licensing process

3. Able to use appropriate questioning techniques to determine the exact nature of the non-genuine contact and fully understand the customer's situation

4. Ability to listen to the customer and act accordingly, understanding that selling Genuine products might not be the first/best option

5. Recommend and sell Adobe products to replace non-genuine software.

6. Ability to deviate from call script and have a conversation with callers that gets to the solution.

7. Understand when help is needed to progress the call or when escalation is necessary and follow the appropriate processes to make this happen

8. Identify opportunities to turn dissatisfied or confused customers into happy customers

9. Identify new business practices that could be introduced or suggest modifications to existing practices that could help communicate and resolve customer’s non-genuine issues

10. Manage all required follow-up work on time and aim to meet or exceed customers' expectations. Includes follow-ups after more information is gathered.

11. Deliver a high quality, business to business support service resolving customer enquiries at the first point of contact wherever possible

12. Display an empathetic approach when handling ALL customer issues – this is important

13. Utilize software, databases, call scripts, and tools appropriately

Requirements

1. High School Diploma or equivalent.

2. 1+ years of inside sales experience (incoming calls). 

3. Previous call center experience preferred.  Software call center experience a plus.

4. Excellent verbal communication skills and telephone manner

5. Professional demeanor required and ability to communicate with end users as well as Senior Leadership

6. Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.

7. Good organizational skills and energetic

8. Proficiency with computers, especially with CRM software.