CUSTOMER SERVICE REPRESENTATIVE
IQOR SITE 1
Total des années d'expérience :3 years, 8 Mois
WELCOME INBOUND CALL CENTER AGENT
• Answer inbound call and route call with courteousness.
• Welcoming new customer as part of the auto loan finance.
• Properly document and update new customer information into system.
• Attend to their queries over the phone.
• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
• Developed all process controls and metrics for daily management to maintain good performance.
• Attentively respond to customer emails.
• Handle customer inquiries both telephonically and by email.
• Research required information using available resources.
• Manage and resolve customer complaints.
• Provide customers with product and service information.
• Process orders, forms and applications.
• Identify and escalate priority issues.
• Route calls to appropriate resource.
• Follow up customer calls where necessary.
• Document all call information according to standard operating procedures.
• Making sure to maintain complete call logs.
• Securing to produce call reports daily.
CUSTOMER SERVICE REPRESENTATIVE
• Interact by phone with outside parties to solicit payments for goods or services.
• Keeping the customer updated of their accounts to prevent them in having penalties
• Great communicator over the phone or even by face to face.
• Providing excellent customer service satisfaction with my client as a proof of my dedication with my work I started as a junior Agent and eventually been promoted to Agent in less than a year and gets a lot of good feedback on how I handle my calls to my customers.
• Applying the use of MS excel in this kind of job to monitor the flow of my calls if I well maintain the consistency of my performance to my customers.
• Making sure to respond promptly to customer inquiries.
• Always handle and resolve customer complaints.
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Provide pricing and delivery information.
• Always perform customer verifications.
• Process orders, forms, applications and requests.
• Organize and suggest workflow to meet customer timeframes.
• Direct requests and unresolved issues to the designated resource.
• Keeping to manage customers' accounts.
• Keep records of customer interactions, inquiries, comments and complaints.
TECHNICAL SUPPORT
• Monitoring and maintaining the computer systems and networks
• Solving issues like forgotten password, viruses or email issues
• Respond to requests for technical assistance in person, via phone, electronically
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Giving advice to user for appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Inform management of recurring problems
• Stay current with system information, changes and updates
CUSTOMER SERVICE REPRESENTATIVE
• Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
• Managed high call volume with tact and professionalism.
• Defused volatile customer situations calmly and courteously.
• Met or exceeded service and quality standards every review period.
• Addressed and resolved customer product complaints empathetically and professionally
• Answer and direct all incoming calls.
• Greet and direct all customers.
• Assist customers with general account information.
• Keep lobby waiting area neat and coffee, etc filled.
• Maintain employee break room, keeping supplies stocked and area neat.
• Keep brochures up to date and lobby and workroom supplies stocked, including maintenance of rate board.
• Responsible for Safe Deposit area, granting customer access, reports, billing, collection and maintenance.
• Sort and distribute mail. Prepare mail for evening pickup.
• Typing and filing as requested.
• Assign pin numbers for ATM and Debit cards.
• Responsible for ordering branch supplies.
• Perform basic paying and receiving functions including cashing checks, handling deposits, savings withdrawals, loan and escrow accounts.
• Balance currency and coin.
• Fill customer change order.
• Balance Cash ins and outs.
• Safeguard assigned cash/currency at all times: adheres to cash limits.
• Adhere to dual control procedure as defined by policy.
• Balance assigned cash currency as defined by policy.
• Process off ages by end of next business day.
• Assist with all other areas of securing the Bank’s cash coin and negotiable instruments.
• Promote the improvement of Stockman Bank through quality customer service, promotion of products professionalism in conduct and diligent work ethic.
• Greet all customers pleasantly and make them feel welcome and comfortable.
• Handle transaction quickly and professionally.
• Effectively handles customer questions and problems.
• Use effective listening and observing skills to help identify and resolves customer needs.
• Spot sales opportunities and refer business consistently.
• Cross-sell other services whenever the opportunity arises.
• Keep up to date on pricing and products.
• Relay customer comments and or complaints to the Operations Officer immediately.