1. Job Purpose
• Answering incoming calls from customers who want to place orders or respond to inquiries, manage complaints, troubleshoot significant customer service problems and provide general information.
• Assisting customers in completing purchases online and over the phone.
• Inform customers of the product terms and features and project a professional company image through voice and online interactions.
2. Key Accountabilities
Answer incoming calls and respond to customer emails.
Sell products and place customer orders in the computer system.
Identify and escalate issues to the supervisor.
Provide product and service information to customers.
Research required information, if needed, using the available resources.
Identify and resolve customer complaints or ensure they are forwarded to the relevant stakeholders for a response.
Process orders, forms and applications.
Route calls to appropriate resources.
Document all call information according to internal policies and procedures.
Recognize, document and inform the management team of trends in customer calls.
Follow up on customer calls where necessary.
Upsell products and services whenever appropriate and possible.
Complete call logs and reports.
Perform other duties as assigned.
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