Job description
1. Provides expedient and accurate customer service to all client customers. Addresses customer concerns, queries, issues, complaints and/or places sales orders and product information requests. Prepares reports by accessing account database, analyzing the information contained and providing useful accurate and appropriate data.

2. When necessary, escalates complex customer interactions to the appropriate party as designated and identified for each issue, specially when these issues, concerns, complaints and queries are beyond ones jurisdiction and scope of knowledge.

3. Performs callbacks/return calls to customers when initial calls are received during system downtimes. Ensures that the necessary customer care/inbound sales process and procedures are carried out in call backs.

4. Takes the initiative to be updated with the latest account information from the client by reading email updates sent and attending recurrent training sessions. Ensures ones own understanding of account / program updates and applies this in daily work.

5. Acts as a team player, interacting with fellow CSRs and contributing to team cohesion. Supports the Team Leader in all initiatives aimed at driving individual / team performance and attaining individual / team goals. Participates in team evaluations as scheduled by the Team Leader to identify reasons behind actual performance.

6. Monitor ones own performance against established metrics and ensures attainment of these metrics to effect overall account / program success. Solicits feedback from fellow CSRs and the Team Leader on how to improve current performance.

7. Maintains ownership and accountability for ones own performance, initiating regular interaction with the Team Leader for coaching, mentoring, and acquiring performance feedback. Seeks out increased work activities that intend to hone skills, competencies and work behaviors and prepares oneself for higher responsibilities
Additional Job Description

Provides top-quality customer service to all customers of the account/program
Attends to customer queries, concerns, and issues regarding services and/or sales orders and submits accurate data/reports on customer queries/sales orders
Takes advantage of every customer interaction as an opportunity to create customer loyalty, reduce customer attrition, and increase the clients competitive advantage over the other key players in the industry
Interacts with a team of CSRs and supports the Team Leader in all initiatives aimed at driving individual and team performance and attaining individual/team goals
Language Reference English
Role: Non Tech Support - Voice / Blended
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Voice / Blended

Education
UG: Any Graduate
PG: Any Postgraduate

Key Skills
BPO Sales CSR Agile Customer service Sales processCustomer experienceConsumer electronicsCustomer interactionbusiness process outsourcing