Floward
Job Purpose
Customer support provided through Outbound calls and responsible of contacting customers who have inquiries or concerns related to their order or accounts, to identify the customer's needs, resolve issues, and provide solutions in a timely manner, processing customer's orders, handling the surveys and feedback.
Key Responsibilities
Customer Service Responsibilities
- Contacting the customers who have inquiries or concerns related to their order or accounts.
- Identifying the customer's needs and resolving issues to ensure the customer's satisfaction.
- Providing the customers with solutions in a timely manner.
- Contacting the customers and identifying their needs.
- Responding efficiently and accurately to customers and explaining possible solutions in a timely manner and ensuring that customers feel supported and valued.
- Making calls to customers and resolving their complaints, or other issues with products or services.
- Contacting customers when changes have been made to their orders.
- Building lasting relationships with customers and other call center team members based on trust and reliability.
- Supporting incoming claim.
Order Processing & Operations
- Processing customer's orders and follow-up with customers.
- Processing customer's orders and follow-up with customers, handling the surveys and feedback.
- Handling the surveys and feedback from customers.
- Data Entry and processing manual payments.
- Accurately document information within multiple database systems.
- Assisting with sales processing.
Communication & Coordination
- Digital correspondence.
- Contacting the other departments to resolve the customer issues.
- Observing and following company policies and the website for FAQs or policy related answers.
Performance & Work Ethics
- Making sales or recommendations for products or services that may better suit customer needs.
- Taking Accountable for daily target and KPIs.
- Flexible with shift times based on operational needs.
Skills And Qualifications
QUALIFICATION AND EXPERIENCE
- Open to non-bachelor's degree holder.
- Must have at least 2 years of relevant working experience in the same field.
- PC literate - MS Word, MS Excel, and MS Outlook.
Skills
- Must have very good English communication skills (spoken and written).
- Strong organizational skills with the ability to effectively manage time & prioritize tasks
- Exceptional planning and prioritizing skills and drive for results.
- Ability to define and refine mechanisms and processes that scale across multiple teams, drive execution and operational excellence.
