Customer Service Agent

JobSummary

● Agentswillneedtoreplytocustomer questions, researchaccountactivityandnotes, troubleshoot any issues, provide supportinghelpdocumentation, andany number of other tasks. This means theywill needthe ability towork throughseveral problems simultaneously to be effective.

● Respondingefficientlyandaccuratelytocustomer, explainingpossible solutions, and ensuringthat clients feel supportedandvalued Roles andResponsibilities

● Respondtocustomer queries inatimelyandaccurate way, viaphone, emailor chat

● Resolvethecustomer concerntobeinline withstandards definedbasis clientpolicies and guidelines.

● Makedecisionsaccordingtothe definedPolicies andProcedures withHighlevelof accuracy

● Responsibletodeliver highquality andproductivity results that meet the identifiedtargets.

● Strongability tomultitask andtake fastdecisions independently

● Maintains composureandpatience withcustomers

● Energetic, friendly andapproachable individuals whothat understandthe importance of great customer service

● Correctlyfollow Flows andimplementdifferentquality standards/definition documents

● Beresponsibletodeliver ahighquality, customer- driven, support service resolving customer enquiries at the firstpoint of call wherever possible.

● Demonstratesconfidenceandwillingness toresolve customer requests or queries.

● MaintainandimproveCustomer Satisfactionbydeliveringagainstthose initiatives that have beenidentifiedas crucially important duringeach andevery customer support engagement

● Abilitytoassess customer sentimentatall stages duringthe communication, totake the lead in escalating an issue onbehalf of the customer andtoarrange for asupervisor to mediate in the interaction if deemednecessary byyouor if requestedbythe customer.

● Caninteracteffectively with the personnel, tools & resources inthe Customer/technical Services teamtohelpresolve customer issues (escalationpoints, knowledgebase tools, internal applications etc.