1. Call Handling.
• Resolves product or service problems by accurately understanding the customer’s issue.
• Determine the cause of the problem, selecting the best solution to the problem and explaining 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 of products and services
• Escalate to appropriate departments to expedite resolution of customer’s issue
• Provide exceptional customer service experience
2. Complete Documentation
• Create or update customer information in the client database during and after each call
• Create accurate record of every customer transaction or interaction accurately, timely and professionally.
• Update customer information following the established client guidelines
• Comply to client and PCI guidelines in handling customer information
3. Adherence to established internal and client guidelines.
• Maintain a high level of professionalism when dealing with customers and clients
• Establish positive relationship with every customer
• Follow established weekly work schedules
• Provide timely feedback to noticeable patterns of customer concerns
4. Career Path and other account trainings.
• Attend upskill trainings to enhance skills applicable to tier level
• Attend scheduled bucket trainings to stay updated on product & service information including technical troubleshooting procedures
• Be receptive on any changes in company and client policies
5. Performance Results.
• Adheres to operation/tier level performance goals
• Meets minimum goal on performance scorecard
• Adheres to client Zero Tolerance Policy (ZTP)
• Zero findings on client audits