Customer Service Representative

Job Description Summary

Handle customer contacts in line with client and company requirements as sales and customer service representatives.

Duties and Responsibilities

● Attend and actively participate in training
● Achieve and maintain a thorough understanding of the products/services, policies, procedures, and processes
● Acquire proficiency in customer tools and knowledge management system
● Develop listening comprehension and familiarity with the different accents of customers
● Achieve required typing speed and accuracy and develop multi-tasking (talk and type)
● Obtain familiarity /mastery of the selling process
● Learn relevant soft skills and customer interaction skills
● Keep abreast of changes and developments in program-specific information

Handle Customers/Calls
● Use appropriate keying strategies and keywords to quickly search for requested information
● Apply effective questioning techniques to immediately zero in on customer’s needs and requested information
● Provide options or alternative solutions to customers as necessary
● Ensure immediate resolution of customers’ issues and concerns
● Offer appropriate products/services and explain the benefits to the customer
● Increase customer value by offering ancillary services/products and upsells/upgrades
● Ensure positive customer experience and maintain integrity
● Utilize call control techniques to ensure efficiency evidenced by handle time (AHT)
● Follow standard call flow and spiels as well as other quality measures
● Follow prescribed hold and transfer protocols

Meet all expectations and adhere to standards
● Comply with all program procedures and processes
● Meet both client and company KPIs/performance metrics consistently
● Observe punctuality and schedule adherence at all times
● Understand and apply quality standards

Other
● Complete tasks delegated/assigned by the Circle Leader
● Perform other reasonable duties as required