Job Description
Job Description
Job Summary:
· Manage large amounts of incoming calls
· Direct these calls to the right agent
· Generate sales leads for CSRs
· Identify and assess customers’ needs to achieve satisfaction
· Build sustainable relationships of trust through open and interactive communication
· Provide accurate, valid and complete information by using the right methods/tools (Catalyst)
· Handle 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
· Follow communication procedures, guidelines and policies
· Take the extra mile to engage customers
· Update customers contact information in Catalyst
· Take payments from customers on the phone or in person.
· Call current customers to remind them about their monthly payments.
· Follow up with customers regarding pending documentations
· Contact companies when needed to assist customers with their needs
· Send faxes, upload documents, make copies, scan documents and send emails
· Create objective, accurate reports that help assess office performance
· Maintain desk and office area clean and neat at all times