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Job Description
- Handles customer inquiries from beginning of the inquiry to it’s closing
- Resolves customer complaints & problems aiming for customer satisfaction
- Optimizes customer contact opportunities
- Employs RCC training skills to adhere to the call script - Adhere to the communication process - Maintain AHT - Achieve communicates return to Q, short answered calls, and abandoned percentage communicated targets.
- Achieve quality communicated targets
- Completes necessary project operation documentation
- Alerts the Team Leader on issues or concerns that require escalation
- Maintains confidentiality of RCC’s client’s & customer data
- Adheres to RCC policies & procedures
- Carries responsibility for meeting communicated targets: sales, order taking, lead generation, appointment settings, etc.
- Participates in individual & team training/meetings to bring knowledge up-to-date
- Adheres to work schedule and accommodates business requests (including flexible locations & working hours)
- Achieves the FCR target : particularly for support calls
- Performs other related duties
