Responsibilities
* Open and maintain customer accounts by recording account information
* Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
* Maintain financial accounts by processing customer adjustments
* Recommend potential products or services to management by collecting customer information and analyzing customer needs
* Prepare product or service reports by collecting and analyzing customer information
* Contribute to team effort by accomplishing related results as needed
* Manage large amounts of incoming calls
* Generate sales leads
* Identify and assess customers’ needs to achieve satisfaction
* Build sustainable relationships of trust through open and interactive communication
* Provide accurate, valid and complete information by using the right methods/tools
* Meet personal/team sales targets and call handling quotas
* Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
* Keep records of customer interactions, process customer accounts and file documents
* Follow communication procedures, guidelines and policies
* Go the extra mile to engage customers
* Resolve customer complaints via phone, email, mail or social media
* Use telephones to reach out to customers and verify account information
* Greet customers warmly and ascertain problem or reason for calling
* Cancel or upgrade accounts
* Assist with placement of orders, refunds, or exchanges
* Advise on company information
* Take payment information and other pertinent information such as addresses and phone numbers
* Place or cancel orders
* Answer questions about warranties or terms of sale
* Act as the company gatekeeper
* Suggest solutions when a product malfunctions
* Handle product recalls
* Attempt to persuade customer to reconsider cancellation
* Inform customer of deals and promotions
* Sell products and services
* Utilize computer technology to handle high call volumes
* Work with customer service manager to ensure proper customer service is being delivered
* Close out or open call records
* Compile reports on overall customer satisfaction
* Read from scripts
* Handle changes in policies or renewals
* Resolve customer complaints via phone, email, mail or social media
Soft skills and qualifications
* Quality Focus
* Listening Skills
* Resolving Conflict
* Multitask
* Phone skills
* Ability to Work Under Pressure
* Computer Skills
* English language
* French language
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