Job Description
Primary Job Functions:
Answer incoming calls including email and chat in a timely manner
Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives
Build sustainable relationships and engage customers by taking the extra mile
Keep the customer's privacy and protect customer information
Meet personal/team qualitative and quantitative targets
Handle simple to difficult inquiries in a given span of time
Manage different types of callers in a given span of time
Achieve the given metrics in accordance to the center's commitment to client
Manage and resolve customer complaints
Identify and escalate issues to supervisors
Provide accurate information and excellent customer service
Research required information using available resources
Research, identify, and resolve customer complaints using applicable resources
Process request according to customer's preference on time
Route calls to appropriate resources
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls
Follow up customer calls where necessary
Complete call logs and reports
Other duties as assigned
