- Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Develop a strong knowledge of our product portfolio and procedures.
- Demonstrate 100% follow through in every commitment in an effort to provide one call resolution.
- Effectively communicate additional promotions and services we offer.
- Process customer orders in a courteous, efficient, timely manner with minimal errors.
- Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
- Communicate effectively with leaders including the Customer Service Supervisor & Manager.
- Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner.
- Regularly attend and participate in team meetings.
- Participate in ongoing training and development to improve the knowledge and skill required to better serve our customers.
- Other duties as assigned by the Manager.
- Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns
- Communicating with customers through various channels (Phone, email, chat).
- Effectively communicate additional promotions and services we offer.
- Engage with clients in a friendly and professional manner while actively listening to their concerns.
- Offer support and solutions to customers in accordance with the company's customer service policies.
- Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries.
- Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensuring resolution.
- Collaborate with team members and other company departments to ensure overall customer and product satisfaction.
- Quality Assurance - 90% Rating on calls/emails/chat interactions.
- Transactions Per Hour - 8 Transactions per hour worked (6 for chat).
- ccessibility - 85% Availability, minimize unnecessary off line time.
- nswered Interactions- 99% of Interactions are answered.
- ttendance - Compliance to the attendance policy.
- Development & Training - Completion of training and action steps.
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Description
Job Description:Responsibilities:
