Judul : Customer Service Representative- Barbados - Cable & Wireless Communications
link : Customer Service Representative- Barbados - Cable & Wireless Communications
Customer Service Representative- Barbados - Cable & Wireless Communications
Location: Barbados
Job purpose:
Responds in a timely and professional manner to customer inquiries and customer complaints both face to face, over the telephone and through written and electronic mediums. Provides accurate information on products and services with an objective of increasing sales. Troubleshoots basic problems. Take payments from customers and follow existing procedures Projects a professional company image through all customer interaction.
Key Accountabilities:
•Greets customers in a professional and warm manner
•Displays empathetic understanding of all customer related issues and challenges
•Provides professional support for all customer requests, issues and queries, as well as timely follow up to ensure customer satisfaction.
•Research, investigate, troubleshoot and resolve customer, billing and service related issues.
•Maintains accountability of all customer issues, ensuring timely follow up and follow through to resolution
•Proactively contacts and informs customers of any change in the expected response time.
•Maintains a strong working knowledge and understanding of the company’s policies, processes and business rules.
•Maintains a strong working knowledge of the company’s CRM, billing, Fault and ticketing systems
•Accurately creates, updates and maintains customer accounts within the company systems
•Demonstrates strong understanding and enthusiasm around technology, particularly Flow products and services, promoting and selling offerings to customers.
•Evaluates customers’ potential product and service needs and recommend solution appropriately
•Maintains thorough and accurate records of all customer interaction in accordance with company policies and procedures.
•Provides complete, accurate and timely spreadsheets and reports to the supervisor
•Acknowledges and respond to correspondence received in a timely manner
•Recognizes, document and alert the supervisor of trends in customer calls
•Recommends process improvements
•Maintains a standard of performance in line with company standards
•Behaves in a manner which maintains a pleasant ambience, positive work environment and is reflective of the core values of the business
•Performs any other duties related to the job function
Knowledge, Skills & Experience:
Preferred education/ qualifications:
•Minimum of three CXC passes inclusive of English and Maths
•Previous experience working in a customer service environment
Knowledge:
Skills and Abilities:
•Knowledge of the products and services offered by FLOW
•Working knowledge of Microsoft Word, Outlook and Excel
•Availability to work a flexible schedule including evenings and weekends
•Ability to work well in a fast pace environment
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