DUTIES

·  Handling inbound and outbound customer inquiries utilizing available contact center systems and programs.

·  Demonstrate excellence in customer service in all dealings with customers, in accordance with Support Services Group and client policies, procedures and values.

·  Demonstrate a desire to assist customers with their questions or issues.  Display empathy in required situations.

·  Identify the customer’s needs, investigate, and troubleshoot issues to offer personalized service in line with quality and training directives.

·  Follow Call/Chat Flow guidelines to efficiently handle customer inquiries.

·  Utilize provided tools, systems, and training to provide customers with a high level of customer service.

·  Complete administrative tasks relating to servicing and resolving customer requests in a focussed and efficient manner.

·  Maintain efficient control of queues.

·  Deal with customer complaints in a professional manner within Support Services Group and client guidelines.

·  Any other duties as reasonably requested by the employer.