About the role
Job Requirements:
- Good communication skills (Verbal and Written)
- Good typing skills
- Working knowledge of Ms Excel
- Answer incoming calls and respond to customers emails, and make outbound calls as appropriate.
- Management and resolve customer complaints
- Record customer queries/inquiries
- Identify and escalate issues to supervisors
- Provide product and service information to customers
- Research required information using available resources
- Research, identify and resolve customer complaints
- Route calls/contacts to appropriate resources
- Document all call information according to standard operating procedures
- Recognize, document and alert the management team of trends in customer calls
- Follow up customer calls where necessary
- Educate customers on products and services information available, via alternate channels (self-service usage by customers)
- Perform other duties as assigned