Interface with customers via inbound,outbound calls or the Internet for the purpose of passively or actively selling the services. Responsibilities include processing customer orders and sales; providing and receiving various information; up-selling clients products plus handling miscellaneous customer service and general information call via phone or Internet.
Princeipal Duties and Responsibilities:
Greet customers in a courteous, friendly and professional manner using agreed upon procedures.
Listen attentively to customers needs and concerns; demonstrate empthy
Clarify customer requirments;probe for and confirm understanding of requirements or problem.
Meet customer requirments through first contact resolution.
Confirm customer understanding of the solution and provide additional customer education as needed.
Prepare complete and accurate work and update customer file.
Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customers request.
Effectively tranfer misdirected customer requests to an appropriate party.
Contribute ideas on ways to resolve problems to better serve the customer and or improve productivity.
Participate in activities designed to improve customer satisfaction and business performance.
Place and or receive customer inquiries that may require deviation from scripts or sales flow process
Provide answers and or advise to customers based or their particular requirments and customer profile.
Update customer records
Troubleshoot, research and analyze customer problems with installation,billing,service upgrades/downgrades and disconnects.
Conduct needs-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate product or service to address their needs.
Maintain broad knowledge of products,pricing,promotions,procedured and other important issues through management communications, meetsings, client focus groups and formal training