Job Description
Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
DUTIES AND RESPONSIBILITIES
- answer calls and respond to emails
- handle customer inquiries both over the phone and by email
- research required information using available resources
- manage and resolve customer complaints
- provide customers with product and service information
- enter new customer information into system
- update existing customer information
- process orders, forms and applications
- identify and escalate priority issues
- route calls to appropriate resource
- follow up customer calls where necessary
- document all call information according to standard operating procedures
EDUCATION
- high school diploma or equivalent
- proficient in relevant computer applications
- required language proficiency
- knowledge of customer service principles and practices
SKILLS
- verbal and written communication skills
- listening skills
- problem analysis and problem solving
- customer service orientation
- organizational skills