Customer Service Representative

hace 9 horas

Cordoba, Argentina Televerde A tiempo completo

**About Televerde**

**Job purpose**

**Essential Functions and Responsibilities**
- Answer and screen inbound telephone calls from clients, vendors, and employees. Route callers to appropriate party as necessary while providing superior customer service to delight clients.
- Accurately enter caller’s information into internal database. Document and take messages using strong attention to detail. Update and Maintain customer accounts in a timely manner.
- Thoroughly explain product options and pricing or account charges clearly and concisely.
- Utilize computer, peripheral devices and websites to respond to stakeholder’s needs in a timely fashion.
- Provide education and recommendations on product offerings and services to incoming callers and stay up to date on product offering and services.
- Research information, policies, and procedures, utilizing multiple sources to provide answers on product offerings and resolve issues and complaints.
- Research and Troubleshoot customer issues including, but not limited to, monetary transactions and visual connection system issues.
- Open trouble tickets for specific customer issues and effectively handle escalations in a professional and collected manner understanding the appropriate parties that need to address specific issues.
- Maintain high performance and quality standards based on established call center metrics and performance indicators including but not limited to call handle time, turn-around time, and customer service.
- Communicate effectively and professionally with clients and all members of the organization reporting workflow issues to call center management as necessary.
- Promotes self-service tools to customers including but not limited to IVR, Web, and prepay options.

**Knowledge, skills and abilities**
- Ability to work in a fast-paced, call center environment.
- Ability to handle sensitive and emotional calls that require empathetic responses.
- High level of verbal and written communication skills.
- Strong phone etiquette and basic computer skills.

**Qualifications**
- High School Diploma or GED equivalent required
- Background working in customer service, or general call center experience preferred (1+ year)

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