To be able to manage incoming customer service calls and customer service leads (emails and chats) and inquiries.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Handle records of customer interactions, process customer accounts and file documents in a confidential manner.
To be able to follow proper schedule adherence
- Observed proper attendance in the call queue based on scheduling.
- To report to the center per schedule indicated in a timely and accurate manner.
- To provide proper notification proceeding in terms of failure to follow schedule.
- To be able to inform the immediate superior of any attendance issues and inquiries.
Adheres to policies and procedures set forth by the company
- Log-ins and out depending on the schedule provided to them.
- Understand the Company code of conduct and its provisions therein.
Training for basic knowledge on the account
- Attends training conducted to know the responsibilities of the assigned account
- Know the tools and necessary equipment to use to handle the customer’s issues and concerns
- Know the proper department to contact for escalations and resolution management.