Duties and Responsibilities:Ensure action notes are input into database before call endFollow correct procedure for escalating calls to team leaderSystems action notes to be correct, up-to-date and relevantAttendance/time keeping to be exemplaryHandles internal and external customer inquiries on the telephone providing accurate and pertinent information according to the contact center guidelines and quality standards.Resolves customer complaints and problems, escalates issues to appropriate persons/teams whenever needed.Be prompt for work and back from breaks.Adhere to CCC rulesEffectively interprets the needs of the customers, maintains and enhances standards of quality for the services offered.Builds a customer relationship, which adds value to the customer leading to a long-term profitable relationship.Shows a broad knowledge and services and their competitive advantages.Follows the appropriate guidelines and procedures for any given situation.Performs all duties assigned to him/her by the team leader and supervisor.Making recommendations of alternate solutions if customer expectations cannot be metAchieving first call resolution (FCR)Managing call flow in conjunction with navigating screensEnsuring reports are accurate and sufficiently detailed, e.g., document content of call Experience as a Customer Support role or fresh gradeFamiliarity with our industry is a plusExperience using help desk software and remote support toolsExcellent communication and problem-solving skillsMulti-tasking abilitiesPatience when handling tough casesJob Holder’s Profile:. EDUCATION: Bachelor Degree.. EXPERIENCE: From 1 to 2. FOREIGN LANGUAGE: WrittenReadSpokenEnglishVery GoodVery GoodVery GoodOthers: . COMPUTER PROFICIENCY:* Must have proficiency with various software applications programs including Microsoft Word, Outlook and Excel