Answering customer calls: Addressing a wide range of customer inquiries, including product information, service details, account management, billing, and order processing.
Resolving customer issues: Handling complaints, troubleshooting problems, and escalating complex issues to the appropriate channels.
Providing product/service information: Explaining features, benefits, and usage of products or services.
Processing transactions: Managing orders, payments, refunds, and other financial transactions.
Maintaining customer records: Logging interactions, updating information, and documenting all communication in the company’s CRM system.
Meeting performance targets: Ensuring efficient call handling, resolution rates, and adherence to quality standards.
Promoting products/services: Identifying opportunities to cross-sell or up-sell based on customer needs.
Following company policies and procedures: Adhering to established guidelines for customer interactions, data privacy, and security.
Staying updated on product knowledge and company policies: Participating in training and staying informed about changes and updates.