Answer calls and respond to emails
Perform customer identity verifications
Determines end user requirements by working with customers.
Handle customers inquiries both telephonically and by email,
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; escalating unresolved problems.
Fulfill requests by clarifying desired information; forwarding requests.
Maintains call center database by entering information and keeping accurate records of discussions or correspondence with customers;
Keep equipment operational by following established procedures; reporting malfunctions.
Updates job knowledge by participating in educational opportunities.
Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Route calls to appropriate resource
Prepare and distribute customer activity reports
Record 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; following up to ensure resolution.
Recommend potential products or services to management by collecting customer information and analyzing customer needs.
Produce reports related to Failed/Successful transactions, daily registration, Activation List
Perform outgoing Calls to activate registered accounts and assist them in resolving problems (if any), and explain new features.