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Job Description
General Job Description:
The Customer Service Agent is mainly responsible for receiving and directing all inbound calls, and also responsible for some outbound calls to spread a consistent message among a certain group of parents/ employees. The communication agent also acts as an online communication agent in CISE website.
- Greet callers warmly and ask how to help.
- Transfer calls.
- Record and deliver messages.
- Relate the inquiry or the request to the appropriate Department/ Person.
- Call the appropriate person requested by caller.
- Operate switchboard.
- Taking messages for unavailable employees.
- Arrange conference call.
- Schedule or cancel appointments.
- Answer caller's questions.
- Proofread messages and sort mail.
- Answers and routes incoming calls on the telephone system.
- Performs database retrieval for directory information.
- Send the updated telephone ext. list and distribute it to all CISE staff.
- Locate correct and/or unique spelling of names from the database and/or printed directory.
- Provides information obtained from a variety of sources to field questions from the public regarding departments, phone numbers, operational hours, etc
- Assists callers in identifying needs and then routing calls appropriately.
- Places long distance calls for authorized staff as necessary.
- Make sure that long distance calls requests have the Principals or Director Approval.
- Updates and maintains copy of staff directory and other resources to ensure accurate dispensing of information.
- Contribute in some internal communication messages.
- Handles the “How can I help you” section in CISE website, by answering all incoming messages.
- Filing and maintaining records
- Maintain strict confidentiality in performing all the duties.
- Type all info needed in the inbound and outbound templates.
- Contributing in compiling together and analyzing all data for patterns reading and plans development.
Job Requirements
The incumbent must demonstrate the following knowledge and skills:
- Bachelor degree in any discipline.
- At least 6 months in administrative position or customer service background.
- Excellent Microsoft skills ( Excel, word, PowerPoint…etc)
- A good memory in operating switchboard
- Diplomacy, tact- discretion are essential
- Ability to maintain high level of confidentiality.
- Effective written and verbal communication skills.
- Multi tasking
- Organized
- Knowledge of: Computer operations to include the use of email and web browser and customer service techniques.
- Ability to: Think quickly and communicate orally with a variety of callers; handle a high volume of calls.
