Customer Service Representative/TeleCallers.

Roaring Twentie is in discussions with various Service Providers, Exhibitionists & Event Organizers who are looking to hire part time staff to support their operations on a project need to know basis.

The Role

 Customer Service Representative/Tele Callers.

• 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; escalating the matter to immediate supervisor/manager if the problem is unresolved.
• Maintain financial accounts by processing customer adjustments.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Prepare product or service reports by collecting and analyzing customer information.
• Contribute to team effort by accomplishing related results as needed.
• Manage large amounts of incoming calls.
• Generate sales leads.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools/policies.
• Meet personal/team sales targets and call handling quotas.
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents for records purpose.
• Follow communication procedures, guidelines, and policies.
• Go the extra mile to engage customers.
• Resolve customer complaints via phone, email, mail, or social media.
• Use telephones to reach out to customers and verify account information.
• Greet customers warmly and ascertain problem or reason for calling.
• Cancel or upgrade accounts.
• Assist with placement of orders, refunds, or exchanges.
• Advise on company information.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Place or cancel orders.
• Answer questions about warranties or terms of sale.
• Act as the company gatekeeper.
• Suggest solutions when a product malfunctions.
• Attempt to persuade customer to reconsider cancellation.
• Inform customer of deals and promotions.
• Sell products and services.
• Utilize computer technology to handle high call volumes.
• Work with customer service manager to ensure proper customer service is being delivered.
• Close out or open call records.
• Compile reports on overall customer satisfaction.
• Read from scripts.
• Handle changes in policies or renewals.

About You

• Freshers may apply.
• People’s person.
• Excellent interpersonal and written and oral communication skills.
• Service oriented.
• Able to work under pressure and long hours.
• Multitask.
• Basic computer skills.

The Role 

Customer Support Executive

• Managing a team of representatives offering customer support.
• Overseeing the customer service process.
• Resolving customer complaints brought to your attention.
• Creating policies and procedures.
• Planning the training and standardization of service delivery.
• Selecting and hiring new staff.
• Monitoring the work of individual representatives and of the team.
• Conducting quality assurance surveys with customers and providing feedback to the staff.
• Possessing excellent product knowledge to enhance customer support.
• Maintaining a pleasant working environment for your team.

About You

• A bachelor’s degree in any field.
• A minimum of 3 years’ experience.
• Excellent interpersonal and written and oral communication skills.
• Ability to lead a team.
• Knowledge of CRM systems would be a plus.
• Computer skills.
• Knowledge of mediation and conflict resolution techniques is preferable.

Customer Service skills & proficiencies:

• Service Oriented
• Product Knowledge
• Quality Focus
• Market Knowledge
• Documentation Skills
• Listening Skills
• Phone Skills
• Resolving Conflict
• Multitask
• Patience
• Negotiation
• Positive Attitude
• Attention to Detail
• People Oriented
• Analysis
• Problem Solving
• Organizational Skills
• Adaptability
• Ability to Work Under Pressure
• Computer Skills