Duties and Responsibilities:

• Ensure action notes are input into database before call end
• Follow correct procedure for escalating calls to team leader
• Systems action notes to be correct, up-to-date and relevant
• Attendance/time keeping to be exemplary
• Handles internal and external customer inquiries on the telephone providing accurate and pertinent information according to the contact center guidelines and quality standards.
• Resolves customer complaints and problems, escalates issues to appropriate persons/teams whenever needed.
• Be prompt for work and back from breaks.
• Adhere to CCC rules
• Effectively interprets the needs of the customers, maintains and enhances standards of quality for the services offered.
• Builds a customer relationship, which adds value to the customer leading to a long-term profitable relationship.
• Shows a broad knowledge and services and their competitive advantages.
• Follows the appropriate guidelines and procedures for any given situation.
• Performs all duties assigned to him/her by the team leader and supervisor.
• Making recommendations of alternate solutions if customer expectations cannot be met
• Achieving first call resolution (FCR)
• Managing call flow in conjunction with navigating screens
• Ensuring reports are accurate and sufficiently detailed, e.g., document content of call