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Job Description
- Manage large amounts of inbound and outbound calls in a timely manner.
- Investigate and resolve customer complaints and queries
- Continuously monitor the performance of the team, and craft tailored development plans for each member.
- Conduct coaching sessions and 1:1s in an organized manner.
- Support team members by answering questions and providing knowledge or solutions.
- Follow communication “scripts” when handling different topics.
- Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Seize opportunities to upsell products when they arise.
- Build sustainable relationships and engage customers by taking the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way.
Job Requirements
- Minimum 2 years of relevant experience.
- Previous experience in a customer support role.
- Customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities and manage time effectively.
- Familiarity with CRM systems and practices
