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 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 Customer Service