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.
Recommend potential products or services to management by collecting customer information and analyzing customer needs
Prepare product or service reports by collecting and analyzing customer information
Contribute to team effort by accomplishing related results as needed
Manage large amounts of incoming calls
Generate sales leads
Identify and assess customers' needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication with potential & existing clients.
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/team sales targets and call handling quotas
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
Use telephones to reach out to customers and verify account information
Greet customers warmly and ascertain problem or reason for calling
Assist with placement of orders, refunds, or exchanges
Advise on company information
Take payment information and other pertinent information such as addresses and phone numbers
Act as the company gatekeeper
Suggest solutions when a product malfunctions
Inform customer of deals and promotions
Sell products and services
Utilize computer technology to handle high call volumes
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
Handle changes in policies or renewals
Resolve customer complaints via phone, email, mail or social media
Strong phone contact handling skills and active listening.
Customer orientation and ability to adapt/respond to different types of characters
Excellent conversational English skills and presentation skills.
Ability to multi-task, prioritize and manage time effectively
High school diploma or equivalent; college degree preferred.
Proven customer support experience.
Ability to stay calm when customers are stressed or upset.