Earthlinktele

Contact Center Representative

Job Overview

Description

  • Provide rapid response to queries from customers pertaining services/offers questions.
  • Attend to calls routed from call center while ensuring achievement of customer service targets in terms of response time and resolution.
  • Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensuring that the customers are informed on resolution.
  • Assisting our customers with various technical issues that range in complexity.
  • Learn thoroughly the specs of the company network, equipment, services and troubleshoot system related issues.
  • Ability to provide appropriate level of instructions to clients with limited technical knowledge.
  • Handle Network troubleshooting and fault analysis; hardware troubleshooting and repair.
  • Take ownership of customer issues reported and see problems through to resolution.
  • Follow standard procedures for proper documentation, reporting and escalation of unresolved issues to the appropriate internal teams.
  • Provide prompt and accurate feedback to customers providing updates on the progress of the case.
  • Ensure proper recording and closure of all tickets.
  • Ensure that each case owned is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling SLAs.
  • Contribute findings to a common knowledge base and keep it up to date.
  • Gain subject matter expertise in company products and services.
  • On a rotation basis, handle on-call support out of office hours.
  • Ensure that the percentage of customer complaints resolved is maximized in minimum iterations to
  • Consistently strive to increase customer satisfaction score through timely resolution of complaints.
  • Ensure reduction in the number of repeat calls by customers.
  • Act with confidence by answering or finding the answers to customer questions and finding solutions to customer issues.
  • Tracking customer interactions, and meeting company standards in customer relations.
  • highly focused on customer service.
  • Handle Outgoing Campaigns through Voice Targeting End User Customer or Dealers.
  • Registering Customer data/feedback with high accuracy.
  • Handle upselling & cross selling activities through telesales campaigns
  • Identify inefficiencies in the current processes and make recommendations to improve the same.
  • Utilize knowledge provided by the department of networking, hardware, and software to diagnose, qualify, and resolve tickets.

reduce operational costs.

Requirements

Bachelor’s degree

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More Information

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