Key Responsibilities and Accountabilities
- Handle inbound calls, consistently meeting and maintaining department standards and goals.
- Provide expert advice and accurate information to customers.
- Adhere to company guidelines while thinking creatively to offer solutions that address customer needs.
- Resolve customer issues on calls, escalating only when all other options have been exhausted.
- Document all cases clearly and concisely.
- Meet the schedule adherence goals set by the client.
- Periodically make outbound calls to follow up with customers on various issues.
- Utilize multiple applications during calls to ensure smooth service delivery.
Decision-Making Authority
- Decisions Expected:
- Resolve customer issues independently.
- Address customer requirements in a timely manner.
- Recommendations Expected:
- Provide recommendations for process modifications to better meet customer needs.
Main Job Requirements
- Education and Specific Training:
- University graduates or equivalent degree.
- High school graduates or university dropouts (for at least one year) are also considered.
- Work Experience:
- No specific experience required, but previous customer service experience is an advantage.
- Special Certifications:
Required Skills
- Technical Skills:
- Excellent command of the English language.
- Proficient in using computers and internet applications.
- Typing speed of at least 20 words per minute with 80% accuracy.
- Competencies and Specific Skills:
- Strong verbal and written communication skills.
- Ability to handle customer issues effectively.
- Quick problem-solving abilities in high-pressure situations.
- Flexible and adaptable to changing working conditions and hours.