Job Description
Description
- Open and maintain customer accounts by recording account information.
- Resolve product or service problems by clarifying the customer’s complaint;
- determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintain clients’ accounts by processing customer adjustments.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Prepare product or service reports by collecting and analyzing customer information.
- Contribute to team effort by accomplishing related results as needed.
- Manage large amounts of incoming calls.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships of trust through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools.
- Meet personal/team sales targets and call handling quotas.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Go the extra mile to engage customers.
- Resolve customer complaints via phone, email, mail or social media.
- Use telephones to reach out to customers and verify account information.
- Greet customers warmly and ascertain problem or reason for calling.
- Cancel or upgrade accounts.
- Advise on company information.
- Take payment information and other pertinent information such as addresses and phone numbers
- Answer questions about warranties or terms of sale.
- Suggest solutions when a product malfunctions.
- Attempt to persuade customer to reconsider cancellation.
- Inform customers of deals and promotions.
- Utilize computer technology to handle high call volumes.