Customer Care Agent - Inbound

Our customer care department is looking for agents to provide customer care and customer service support to the organization.

                    Key Tasks

Resolve customer care queries and complaints:

•         Respond to customer’s service requests.

•         Acknowledge customer complaints.

•         Verify existing members portfolios.

•         Establish customers’ needs.

•         Clarify information.

•         Build customer relationships.

•         Liaise between departments to resolve difficult and/or unusual situations.

Compile stats for metric reports:

•         Keep record of training registers.

•         Prepare and distribute reports and checklists.

•         Check and update daily stats.

•         Track invoice submissions and POPs.

Conduct general administrative duties:

•         Prepare, generate and distribute periodic reports.

•         Provide departmental back-up and back-log support.

•         Implement and adhere to policies and procedures.

•         Maintain accurate records of customer interactions, transactions, comments and complaints.

•         Maintain high standard of product knowledge.

•         Perform other duties as assigned by management.

Complete “Today’s Work Today” 

•         Open and action-assigned tickets.

•         Respond to live inquiries in real-time.

•         Address backlog queries and pending’s.

•         Close or pend TWT.