Contact Center Representative

Provide rapid response to queries from customers pertaining services/offers questions.

Attend to calls routed from call center while ensuring achievement of customer service targets in terms of response time and resolutionEnsure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensuring that the customers are informed on resolutionAssisting our customers with various technical issues that range in complexityLearn thoroughly the specs of the company network, equipment, services and troubleshoot system related issuesAbility to provide appropriate level of instructions to clients with limited technical knowledgeHandle Network troubleshooting and fault analysis; hardware troubleshooting and repair.

Take ownership of customer issues reported and see problems through to resolutionFollow standard procedures for proper documentation, reporting and escalation of unresolved issues to the appropriate internal teamsProvide prompt and accurate feedback to customers providing updates on the progress of the caseEnsure proper recording and closure of all ticketsEnsure that each case owned is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling SLAsContribute findings to a common knowledge base and keep it up to dateGain subject matter expertise in company products and servicesOn a rotation basis, handle on-call support out of office hoursEnsure that the percentage of customer complaints resolved is maximized in minimum iterations toConsistently strive to increase customer satisfaction score through timely resolution of complaintsEnsure reduction in the number of repeat calls by customersAct with confidence by answering or finding the answers to customer questions and finding solutions to customer issues.

Tracking customer interactions, and meeting company standards in customer relationshighly focused on customer serviceHandle Outgoing Campaigns through Voice Targeting End User Customer or DealersRegistering Customer data/feedback with high accuracyHandle upselling & cross selling activities through telesales campaigns Identify inefficiencies in the current processes and make recommendations to improve the sameUtilize knowledge provided by the department of networking, hardware, and software to diagnose, qualify, and resolve tickets. RequirementsBachelor's degree