Agent, CSR

Company: Qualfon
Location: Orlando
Posted on: May 28, 2023

Job Description:

Job SummaryMain objectives and duties:1. Call Handling.* Resolves product or service problems by accurately understanding the customer's issue.* Determine the cause of the problem, selecting the best solution to the problem and explaining to the customer the resolution* Answer product and/or service questions or concerns* Troubleshoot technical issues using all available tools* Process customer orders and purchase of products and services* Escalate to appropriate departments to expedite resolution of customer's issue* Provide exceptional customer service experience2. Complete Documentation* Create or update customer information in the client database during and after each call* Create accurate record of every customer transaction or interaction accurately, timely and professionally.* Update customer information following the established client guidelines* Comply to client and PCI guidelines in handling customer information3. Adherence to established internal and client guidelines.* Maintain a high level of professionalism when dealing with customers and clients* Establish positive relationship with every customer* Follow established weekly work schedules* Provide timely feedback to noticeable patterns of customer concerns4. Career Path and other account trainings.* Attend upskill trainings to enhance skills applicable to tier level* Attend scheduled bucket trainings to stay updated on product & service information including technical troubleshooting procedures* Be receptive on any changes in company and client policies5. Performance Results (Minimum of 70%).* Adheres to operation/tier level performance goals* Meets minimum goal of 70% on performance scorecard* Adheres to client Zero Tolerance Policy (ZTP)* Zero client auditsArea of expertise (Skills)* High school graduate, vocational grade of any course or its equivalent* Good verbal and written communication skills* Basic knowledge in computer navigationOther Skills and Experiences (Min)Prior work experience is not necessary but formal orientation is needed to enable the job incumbent to perform the job satisfactorily.* Listening Skills* Analytical Skill* Problem-Solving Skills* Communication* Technology Skills (job-related technical skills)* Customer Service* Service Mentality* Conflict ResolutionEducation

Keywords: Qualfon, Orlando , Agent, CSR, Sales , Orlando, Florida