Job Details
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Job Description
- Check to ensure that appropriate changes were made to resolve customers' problems;
- Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods;
- Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints; and coordinate accordingly with relevant departments
- Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments;
- Determine charges for services requested, collect deposits or payments, or arrange for billing;
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken;
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes;
- Refer unresolved customer grievances to designated departments for further investigation;
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
Job Requirements
Qualifications and requirements
- Bachelor’s degree or equivalent
- Good English
- Ability to use computers and computer systems, to process and verify information, and to resolve conflicts or negotiate.
Competencies (in order of importance)
- Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
- Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
- Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
- Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
