Key Responsibilities

• Handle Customer Interactions: Manage a large volume of incoming and outgoing communications, including phone calls, emails, live chat, and social media inquiries.
• Resolve Issues: Identify and assess customers' needs to achieve satisfaction, providing appropriate solutions and alternatives within time limits, and following up to ensure complete resolution.
• Provide Information: Offer accurate, valid, and complete information regarding products, services, pricing, order status, and company policies by using the right methods/tools.
• Account Management: Process orders, forms, and applications; manage customer accounts; and record details of customer interactions, transactions, complaints, and actions taken.
• Escalation: Identify and escalate complex or unresolved issues to the appropriate internal teams (e.g., Technical Support, Management) when necessary.
• Sales & Retention: Seek opportunities to up-sell and cross-sell products when appropriate, and handle customer cancellations or service downgrades by attempting to retain the customer.
• Compliance: Follow communication procedures, guidelines, and policies, and strive to meet personal and team key performance indicators (KPIs) such as first-call resolution and customer satisfaction scores (CSAT).