Role Expectations:
Manage incoming customer service inquiries through different modes
Identify and assess customers’ needs to achieve satisfaction
Provide accurate, valid and complete information by using the right methods/tools
Handle customer complaints provide appropriate solutions and alternatives within
the time limits
Follow up on assigned cases to ensure resolution
Exercise strong decision making and make sound judgements
Keep records of customer interactions, process customer accounts and file
documents
Follow communication procedures guidelines and policies
Call customers, if required
Handle grievances to preserve the company’s reputation