A Customer Service Associate's role is to handle all incoming inquiries via all media channels both inbound, chat and email tickets.
Duties and Responsibilities:
- Open and maintain customer accounts by recording account information
- Resolve 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; expediting correction or adjustment; following up to ensure resolution information and analyzing customer needs
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming Calls / Chats
- Identify and assess customers needs to achieve satisfaction
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Resolve customer complaints via phone, email, mail or social media
- Greet customers warmly and ascertain problem or reason
- Close out or open call records
- Compile reports on overall customer satisfaction
- Read from scripts
- Handle changes in policies or renewals
- Resolve customer complaints via phone, email, mail or social media
