ESSENTIAL FUNCTIONS

CORE RESPONSIBILITIES

• Ensuring that the service delivered to our client's customers meets the Key Performance Indicators (KPIs) for the role.
• Interfaces with customers via inbound calls, chats, emails, outbound calls, chats, emails, or through the Internet, depending upon client requirements, while maintaining established standards for the number of calls, pick‑up time, duration of call, and quality of call.
• Providing high‑quality customer service by listening attentively, clarifying customer requirements, probing for understanding, using decision‑support tools and resources for answering customer enquiries efficiently and politely with correct and complete information, and redirecting them where appropriate.
• Identifying customer problems and offering appropriate solutions.
• Identifying and maximizing selling and cross‑selling opportunities.
• Continuous learning to keep up‑to‑date with changes a...