Responsibilties:
- Responsible for managing large volume of calls/emails/chats.
- Should have positive experience in emails/chat process.
- Identify and assess customers needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
- Take the extra mile to engage customers
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service
- Escalate well deserved calls to the Escalations team as per the defined standards and protocol
- Follow communication procedures, guidelines and policies