Customer Service Representative

Job Description Summary

Handle customer contacts in line with client and company requirements as sales and customer service representatives.

Duties and Responsibilities

• Attend and actively participate in training
• Achieve and maintain a thorough understanding of the products/services, policies, procedures, and processes
• Acquire proficiency in customer tools and knowledge management system
• Develop listening comprehension and familiarity with the different accents of customers
• Achieve required typing speed and accuracy and develop multi-tasking (talk and type)
• Obtain familiarity /mastery of the selling process
• Learn relevant soft skills and customer interaction skills
• Keep abreast of changes and developments in program-specific information

• Use appropriate keying strategies and keywords to quickly search for requested information
• Apply effective questioning techniques to immediately zero in on customer’s needs and requested information
• Provide options or alternative solutions to customers as necessary
• Ensure immediate resolution of customers’ issues and concerns
• Offer appropriate products/services and explain the benefits to the customer
• Increase customer value by offering ancillary services/products and upsells/upgrades
• Ensure positive customer experience and maintain integrity
• Utilize call control techniques to ensure efficiency evidenced by handle time (AHT)
• Follow standard call flow and spiels as well as other quality measures
• Follow prescribed hold and transfer protocols

• Comply with all program procedures and processes
• Meet both client and company KPIs/performance metrics consistently
• Observe punctuality and schedule adherence at all times
• Understand and apply quality standards

• Complete tasks delegated/assigned by the Circle Leader
• Perform other reasonable duties as required