Summary
Communicate via inbound and/or outbound voice-based and/or non-voice-based communications in English or other languages to support customer care, telesales, credit and collections and/or remote technical support for clients.
Use computerized system for tracking, information gathering, and/or trouble-shooting issues to provide high quality customer experience.
Maintains and updates records and databases in accordance with prescribed formats and system requirements.
Essential Duties & Responsibilities
 Answers and initiates a variety of real-time inbound and/or outbound voice and/or non-voice based services.
 Verifies and updates customer information, responds to queries and resolves issues.
 Provide prompt resolution to customer inquiries by providing appropriate and accurate information using the highest quality customer service standards.
 Accurately document and update records and databases in accordance with prescribed formats and required systems.
 Performs a variety of transactions ranging from data entry, updating records, invoices and claims to verifying information and closing transactions.
 Follow up in a timely manner to ensure customer satisfaction and to maintain optimum service levels and customer relations.
 Understand all programs, systems, and procedures necessary to perform job effectively.
 Where applicable, communicate with customer to resolve any account questions or inquiries.
 Communicate feedback and progress to management.
 Maintain diplomacy and tact when dealing with upset or escalated calls.
 Escalate customer complaints and/or calls through the appropriate channel to management.
 Knowledge, understanding, and compliance with all applicable Federal and Local laws and regulations as directed by management or during training.
 Knowledge, understanding, and compliance with company policies and procedures.
 Provide feedback to management concerning possible problems or areas of improvement.
 Make recommendations to implement improved processes.
 Perform other duties as assigned by management.
Knowledge, Skills, Abilities & Other Characteristics:
 Ability to maintain the highest level of confidentiality.
 Observe professionalism and integrity in handling calls.
 Proficient personal computer skills, including Microsoft Office.
 Excellent interpersonal, written, and oral communication skills.
 Ability to work in a team fostered environment.
 Ability to work in a multi-tasked environment.
 Ability to prioritize and organize work.
 Ability to adapt to a flexible schedule.

Company in the Philippines.