Job Description
A Customer Service Associate's role is to handle all incoming inquiries on products, technologies, programs, policies and services. They are able to handle inquiries via all media channels both inbound, chat and email tickets.
Duties and Responsibilities:
Open and maintain customer accounts by recording account information
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
information and analyzing customer needs
Contribute to team effort by accomplishing related results as needed
Manage large amounts of incoming Calls / Chats
Identify and assess customers needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Resolve customer complaints via phone, email, mail or social media
Greet customers warmly and ascertain problem or reason for calling
Act as the company gatekeeper
Suggest solutions when a product malfunction
Attempt to persuade customer to reconsider cancellation
Inform customer of deals and promotions
Sell products and services
Work with customer service manager to ensure proper customer service is being delivered
Close out or open call records
Compile reports on overall customer satisfaction
Read from scripts
Handle changes in policies or renewals
Resolve customer complaints via phone, email, mail or social media
