CALL CENTER AGENT

Main Objectives and Duties:

• 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

• 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

• 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

• 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

• 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