- Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone and e-mail
- Ability to handle difficult or sensitive issues with customers in a polite and tactful manner
- Collects and contributes to daily/weekly/monthly reports monitoring customer activity
- Understanding company products, systems and customers
- Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
- Document all pertinent end user identification information,including name, department, contact information and nature of problem or issue
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all clientqueries
- Resolve client queries as per the SLA's defined in thecontract
- Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
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- Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends toprevent future problems
- Maintain and update self-help documents for customers to speedup resolution time
- Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
- Ensure all product information and disclosures are given toclients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
- High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience desired
- With or without call center experience
- Fluent in English and Spanish language
- Excellent telephone and email communication skills