Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Recommend potential products or services to management by collecting customer information and analyzing customer needs.
Prepare product or service reports by collecting and analyzing customer information
Identify and assess customers’ needs to achieve satisfaction.
Build sustainable relationships of trust through open and interactive communication.
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Resolve customer complaints via phone, email, mail or social media
Compile reports on overall customer satisfaction
Provide Internal/ external customer service support that achieve customer service goals.
React to problems and provide basic solutions based on prescribed guidelines or procedures.
Direct issues or concerns to the right person or group for resolution.
Answer inbound calls from customers to answer inquiries, handle complaints, troubleshoot problems and facilitate transactions.
Conduct outbound dialing for various business reasons.
Educate customers on product lines, identify, document and escalate priority issues.
Able to maintain customer confidentiality.
QUALIFICATIONS, KNOWLEDGE & EXPERIENCE REQUIRED:
Diploma or Business related degree preferred
Proven customer support experience
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiar with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize and manage time effectively