Handles customer inquiries & requests completely and accurately.
* Optimizes the opportunity of each customer contact and offer excellent service.
* Adheres to the call script to ensure consistency of service rendered to the customer as well as maintain the call duration within agreed limits + meet KPIs and accurately enter customer data and other relevant information into the CC’s CRM as required.
* Resolves customer complaints and issues if possible at first call to the satisfaction of the customer.
* Alerts the team leader of complaints or issues that require escalation to the responsible departments for complete resolution.