Key Responsibilities and Accountabilities:
- Handle inbound calls while consistently meeting and exceeding departmental standards and objectives.
- Provide expert advice and accurate information to customers in a professional manner.
- Follow company procedures, while being proactive and creative in offering solutions to meet customer needs.
- Resolve customer issues, escalating only after all possible solutions have been explored.
- Maintain clear and detailed documentation for all cases.
- Meet schedule adherence goals as set by the client.
- Periodically make outbound calls to customers for follow-up on various issues.
- Utilize multiple applications during calls to assist customers effectively.
Decision-Making Authority:
- Decisions Expected:
- Resolve customer issues efficiently.
- Address customers’ requirements to ensure satisfaction.
- Recommendations Expected:
- Suggest process improvements to better meet customer needs.
Main Job Requirements:
- Education and Specific Training:
- University graduates or equivalent degree.
- For college dropouts: high school graduates or university dropouts for at least one year.
- Work Experience:
- No prior experience required.
- Previous customer service experience is an advantage.
- Special Certifications: None required.
Required Skills:
- Technical Skills:
- Proficient in English, both written and spoken.
- Comfortable using computers and internet applications.
- Minimum typing speed of 20 WPM with at least 80% accuracy.
- Competencies and Specific Skills:
- Strong verbal and written communication skills.
- Ability to handle customer issues efficiently and effectively.
- Quick problem-solving skills in a short time frame.
- Adaptable and flexible in response to changing work conditions and hours.