General Purpose
Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
Main Job Tasks and Responsibilities
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answer calls and respond to emails
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handle customer inquiries both telephonically and by email
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research required information using available resources
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manage and resolve customer complaints
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provide customers with product and service information
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enter new customer information into system
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update existing customer information
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process orders, forms and applications
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identify and escalate priority issues
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route calls to appropriate resource
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follow up customer calls where necessary
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document all call information according to standard operating procedures
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complete call logs
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produce call reports
Education and Experience
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high school diploma or equivalent
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proficient in relevant computer applications
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required language proficiency
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knowledge of customer service principles and practices
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knowledge of call center telephony and technology
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some experience in a call center or customer service environment
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good data entry and typing skills
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knowledge of administration and clerical processes
Key Competencies
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verbal and written communication skills
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listening skills
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problem analysis and problem solving
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customer service orientation
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organizational skills
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attention to detail
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judgment
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adaptability
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team work
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stress tolerance
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resilience
