Call Handling Activities

 

Arrive at work post on time and ready to work assigned hours Address customer issues, assuring that contract service levels and objectives are met Manage and respond to inquiry traffic via all available channels (calls, mobile phone calls, emails, etc.) Provides basic information to customers on accounts, orders, payments, products, and services Performs order-taking functions and initiate order requisitions, as may be required Complete fulfillment and distribution of customer orders and/or documents Conduct outbound calls, as required, for purposes such as polling, customer satisfaction, appointment reminders, product sales, etc. Maintain strict confidentiality of sensitive information incompliance with the Data Privacy Act. Prepares consolidated reports that may be required by the business Transfer and/or take messages in  a manner that communication is accurate, complete and timely. Ensures proper escalation of complex inquiries to immediate supervisor and/or service providers Initiates lead generation type of activities (ie: cross selling, up selling)

 

Non-Call Handling Tasks

 

To accomplish accurately and completely non-call tasks (ie: special assignments, encoding of orders, email inquiries, etc.) Utilize prescribed CRM tool to document, process, and/or track all customer data and follow-up Ensures accurate processing of transactions Participate in call calibration sessions with team members and perform internal calibration review Actively participate in all training programs and team meetings, willingly learn and implement new procedures, and incorporate feedback Contribute to the overall efficiency and effectiveness of the team by performing all other duties as assigned

 

          3.   Creation of ad hoc task and/or other tasks, duties and responsibilities that may be assigned by the team leader from time to time whenever necessary.