Main Objectives and Duties:
1. Call Handling.
Resolves product or service problems by accurately understanding the customer’s issue.
Determine the cause of the problem, select the best solution to the problem, and explain to the customer the resolution
Answer product and/or service questions or concerns
Troubleshoot technical issues using all available tools
Process customer orders and purchase products and services
Escalate to appropriate departments to expedite resolution of customer’s issue
Provide exceptional customer service experience
2. Complete Documentation.
Create or update customer information in the client database during and after each call
Create accurate records of every customer transaction or interaction accurately, timely, and professionally.
Update customer information following the established client guidelines
Comply with client and PCI guidelines in handling customer information
3. Adherence to established internal and client guidelines.
Maintain a high level of professionalism when dealing with customers and clients
Establish a positive relationship with every customer
Follow established weekly work schedules
Provide timely feedback to noticeable patterns of customer concerns
4. Career Path and other account training.
Attend upskill training to enhance skills applicable to tier level
Attend scheduled bucket training to stay updated on product & service information including technical troubleshooting procedures
Be receptive to any changes in company and client policies
5. Performance Results (Minimum of 70%).
Adheres to operation/tier level performance goals
Meets minimum goal of 70% on a performance scorecard
Adheres to client Zero Tolerance Policy (ZTP)
Zero client audits