Objective: This is a primary point of contact for company clients. The role will manage incoming calls and customer service inquiries, identifying and assessing customer needs to achieve satisfaction.
• Attend calls from customers
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time frame & follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Create work orders for customer queries
• Building customers interest in the services and products offered by the company
• Follow up on client calls with the team, which includes open requests, escalating pending jobs
• Effectively deal with angry or upset customers
• Ensure continuous improvement to the process
• Follow communication procedures, guidelines and policies
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