1. Manage large amounts of inbound and outbound calls in a timely
manner.
2. Investigate and resolve customer complaints and queries
3. Continuously monitor the performance of the team, and craft tailored
development plans for each member.
4. Conduct coaching sessions and 1:1s in an organized manner.
5. Support team members by answering questions and providing
knowledge or solutions.
6. Follow communication “scripts” when handling different topics.
7. Identify customers’ needs, clarify information, research every issue,
and provide solutions and/or alternatives.
8. Seize opportunities to upsell products when they arise.
9. Build sustainable relationships and engage customers by taking the
extra mile.
10. Keep records of all conversations in our call center database in a
comprehensible way.
- Minimum 5 years of relevant experience. - Previous experience in a customer support role- Customer focus and adaptability to different personality types- Ability to multi-task, set priorities and manage time effectively.- Familiarity with CRM systems and practicesLanguages: - English: Fluent command of (Speaking, reading, and writing).