Manage large amounts of customer contacts
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documentation
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Strong phone contact handling skills and active listening
Ability to multi-task, prioritize, and manage time effectively