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Job Description
- Handles customer inquiries and provide accurate, valid and complete information by using the right methods/tools concerning the customer satisfaction and FCR.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Adhere to work schedule and accommodates business requests (including flexible locations & working hours).
- Follow up and adhere to the weekly schedule that comes from the WF; arrange and align with the team managers regarding any kind of changes required including the shift swap, break move, day off swap or any kind of leaves.
- Accept responsibility for meeting communicated targets: sales, order taking, appointment settings, etc. And track the daily indicators concerning maintaining the service quality; 2 increasing the effervescence of delivering the service; validating and justifying whenever any indicator is experiencing a wide variation or not meeting the benchmark.
- Meet individual key metrics and KPIs by insuring his own indicators are meeting or within the accepted ranges; Validating the KPI and justifying whenever any indicator is experiencing a wide variation or not meeting the benchmark; Accepting/Rejecting the performance achievement report that got fixed by the team leader and discussing the justifications in one on one meeting.
- Participate in individual & team training/meetings to bring knowledge up-to-date.
- Flag issues and concerns that requires escalation and share the vision regarding any solutions that might enhance the customer experience and alert regarding any technical outage that prevents of properly applying the dues needed.
- Maintain confidentiality of RCC’s client’s & customer data.
- Adhere to RCC policies, procedures and RCC code of conduct.
- Participates in individual & team training/meetings to bring knowledge up-to-date
Job Requirements
- Fluency In English - Fluency in Spanish
- max Age 40
