Identify and assess customers' needs to achieve satisfaction.
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/team sales targets and call handling quotas
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Resolve customer complaints via phone, email, mail or social media
Use telephones to reach out to customers and verify account information
Greet customers warmly and ascertain problem or reason for calling
Cancel or upgrade accounts
Assist with placement of orders, refunds, or exchanges
Advise on company information
Take payment information and other pertinent information such as addresses and phone numbers
Place or cancel orders
Answer questions about warranties or terms of sale
Act as the company gatekeeper
Suggest solutions when a product malfunctions
Handle product recalls
Attempt to persuade the customer to reconsider cancellation
Inform customer of deals and promotions
Sell products and services
Utilize computer technology to handle high call volumes
Work with the customer service manager to ensure proper customer service is being delivered
Closeout or open call records
Compile reports on overall customer satisfaction
Read from scripts
Handle changes in policies or renewals
Resolve customer complaints via phone, email, mail or social media
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