Role Expectations:
Manage incoming calls and customer service inquiries
Identify and act according to customer’s need
Ask questions to understand customer issue/reason for call
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
Handle grievances to preserve the company’s reputation
Go the “extra mile” to provide exceptional customer service
Meet call Quality standards and CSAT
Ensure Staffing, AHT, Break adherence expectations are met on daily basis
Role Requirements:
Proven experience as customer support representative or other sales/customer
service role.
Passion for customer service
Good knowledge of relevant computer programs (e.g. CRM software) and telephone
systems
Ability to learn about products and services and describe/explain them to customers
Good knowledge of English - Should be able to understand and comprehend
Excellent communication and interpersonal skills
Cool-tempered and able to handle rejection
Outstanding customer service skills with the ability to resolve issues and address
complaints
Graduate degree is preferable but not mandatory