- Answer and respond to customer requests through phone and/or email
- Resolve product or service complaints by probing; identifying the cause of the problem; providing and explaining the best resolution to the problem; and following up to ensure resolution.
- Attract potential customers by answering product related questions and offer suggestions about other products and services.
- Up sell/Cross-sell products and services.
- Maintain customer records by updating account information as needed.
- Escalate advanced/complex cases, if needed, to appropriate staff/group to promptly resolve the issue.
- Recommend improvements in product/service by collecting and analyzing customer information and feedback.
- Identify, document and alert supervisor/manager on trends in customer complaints.
- Submit knowledge base article proposals based on customer feedback or own suggestions/resolutions.
- Contribute to team effort by accomplishing related results as needed.
- Other duties and tasks assigned.
OTHER RESPONSIBILITIES:
- Provide training for new employees.
SKILLS/QUALIFICATIONS:
- College Graduate
- Computer literate with the ability to learn customer service related tools and office suite applications.
- Multi-task oriented with focus on quality.
- Excellent written and verbal communication skills, preferably with customer service background or similar industry.
- Analytical and Problem solving skills.
- Strong desire to help others.
- Team Player
- Positively challenged to acquire new skills and responsibilities. |
