Job Description
Main Job Tasks and Responsibilities
- Answer calls professionally
- Respond to customer inquiries
- Research required information using available resources
- Handle and resolve customer complaints
- Provide customers with product and service information
- Enter customer information
- Process orders, forms and applications
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Complete call logs
- Produce call reports
Job Specification
Education and Experience
- Proficient in relevant computer applications
- Knowledge of customer service principles and practices
- Knowledge of call center telephony and technology
- Six months or more experience in a call center environment
- Customer service experience
- Good data entry/keyboard skills
- Knowledge of administration and clerical processes
- Relevant product knowledge
Key Competencies
- Verbal and written communication skills
- Listening skills
- Problem analysis
- Problem solving
- Customer service orientation
- Organizational skills
- Attention to detail
- Initiative
- Judgment
- Adaptability
- Team work
- Stress tolerance