Responsibilities:
· Maintaining a positive, empathetic and professional attitude towards customer at all times.
· Responding promptly to customer inquiries
· Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
· Keeping record of customer interaction, transactions, comments and complaints.
· Communicating and coordinating with colleagues as necessary
· Manage large amounts of incoming calls
· Providing feedback on the efficiency of the customer service process
· Identify and assess customers' needs to achieve satisfaction
· Go the extra mile to engage customers
Requirements:
· Experience of working in US process
· Experience working with customer service
· Ability to stay calm when customers are stressed or upset
· Comfortable using computers
· Strong phone contact handling skills and active listening
· Familiar with CRM systems and practices
· Excellent communication and presentation skills
· Ability to multi-task, prioritize and manage time effectively
