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Job Description
- Supports and provides superior service via phones, e-mails and faxes as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue ensuring full customer satisfaction.
- Answers inbound calls and responds to customer requests to ensure customer satisfaction.
- Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.
- Maintains the agreed on average handling time as defined by Contact center Management guidelines to ensure ease of accessibility and maintain the agreed on SL.
- Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target.
- Builds customers’ interest in the services and products offered by the company and offers cross-selling and/or up-selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share and raising up the ARPU.
- Updates the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions.
Job Requirements
- Graduates
- Fluent to native English Speakers
- Excellent communication skills
- Customer service experience is a plus
