Job Summary
Responsible for responding to customer inquiries and complaints regarding accounts
records, billings, contract managements renewals and cancelations. Answers and
initiates a variety of real-time inbound and outbound voice-based communications in
English to support customer care. Provides real time expertise and customer service
support to client’s customers. They are required to meet all performance indicators
established as part of the operation and other operational metrics as needed.
Scope:
• Internal/External Interfaces:
• • Customers, other Customer Service Agents, Subject Matter experts, trainers, Quality
analyst Team Leaders, Managers.
Major
Key Responsibilities
Responds to telephone inquiries and complaints using standard scripts and
procedures.
• Gathers information, research/resolves inquiries and logs customer calls.
• Communicates appropriate options for resolution in a timely manner.
• Informs customers about services available and assesses customer needs
• Makes recommendations to customer based on the inquiry and what the company
guidelines allow.
• Minimize call escalation through effective communication and knowledge of
company’s policies and procedures.