Duties and Responsibilities:

o    Ensure action notes are input into database before call end

o    Follow correct procedure for escalating calls to team leader

o    Systems action notes to be correct, up-to-date and relevant

o    Attendance/time keeping to be exemplary

o    Handles internal and external customer inquiries on the telephone providing accurate and pertinent information according to the contact center guidelines and quality standards.

o    Resolves customer complaints and problems, escalates issues to appropriate persons/teams whenever needed.

o    Be prompt for work and back from breaks.

o    Adhere to CCC rules

o    Effectively interprets the needs of the customers, maintains and enhances standards of quality for the services offered.

o    Builds a customer relationship, which adds value to the customer leading to a long-term profitable relationship.

o    Shows a broad knowledge and services and their competitive advantages.

o    Follows the appropriate guidelines and procedures for any given situation.

o    Performs all duties assigned to him/her by the team leader and supervisor.

o    Making recommendations of alternate solutions if customer expectations cannot be met

o    Achieving first call resolution (FCR)

o    Managing call flow in conjunction with navigating screens

o    Ensuring reports are accurate and sufficiently detailed, e.g., document content of call