Description

Responsibilities

• Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.
• Maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds quickly and effectively to customer questions.
• Multi tasks to document while speaking with the consumer.
• Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Meets clients’ specific quality standards.
• Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
• Promotes positive interactions with others through effective communication with customers and team members. This includes real-time interaction with leaders for coaching and feedback, verbal engagement with customers, and collaboration with team members and escalation departments. These interactions may be face-to-face as required by business needs.
• Regular, predictable, and reliable attendance is critical to success in this role.
• Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
• Other duties as requested by management

Requirements

• Grade 12
• Previous call center experience or assisting customers preferred

Skills & Competencies

• Data Entry Accuracy – Good attention to detail and basic computer skills
• Communication Skills - Clear communication with employees and customers
• Background Check – Must be able to successfully pass a criminal background check
• Good typing skills
• Ability to navigate multiple computer screens and applications