Education and Experience
• high school
• proficient in relevant computer applications
• required language proficiency
• knowledge of customer service principles and practices
• knowledge of call center telephony and technology
• some experience in a call center and customer service environment
• good data entry and typing skills
• knowledge of administration and clerical processes
Main Job Tasks, Duties and Responsibilities
• answer calls and respond to emails
• handle customer inquiries both over the phone and by email
• research required information using available resources
• manage and resolve customer complaints
• provide customers with product and service information
• enter new customer information into system
• update existing customer information
• process orders, forms and applications
• identify and escalate priority issues
• route calls to appropriate resource
• follow up customer calls where necessary
• document all call information according to standard operating procedures
• complete call logs
• produce call reports
