Customer Service Representative ( Government Account)

JOB SUMMARY:

Customer Service Representative directly interfaces with customers on-line. Manage inquiries, follow-up calls and complaints. Process and modify requests using available online system modifications.

KEY TASK RESPONSIBILITIES:

1. CALL MANAGEMENT/ACCURACY
1.1 Provide complete and accurate information to customers
1.2 Maintain required and set Service Levels and Quality Standard
1.3 Detailed collection of customer data to facilitate seamless processing of requests
1.4 Provide resolution on customer requests within set parameters of Customer Service Management

2. CUSTOMER MANAGEMENT
2.1 Maintain telephone courtesy throughout online transaction
2.2 Ensure responsiveness on all types of costumer requests
2.3 Dictate transaction flow and maximize call duration for an ideal period
2.4 Make certain to offer best options to customers when resolving customers concerns

3. TRAINING
3.1 Attend scheduled training for both hard and soft skills for self-enhancement.
3.2 Attend pre-work briefings to be assured of updated information

REPORTING RELATIONSHIP
Reports to Team Leader

WORKING CONDITION
The Customer Service Representative works in a call center set up.

QUALIFICATIONS/REQUIREMENTS.
Education & Experience:
Candidate must be Graduate of any 4 year course. With 1 year call center experience handling government accounts.