To be able to manage incoming leads and customer service inquiries
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Identify and assess customers’ needs to achieve satisfaction
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Build sustainable relationships and trust with customer accounts through open and interactive communication
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Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
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Handle records of customer interactions, process customer accounts and file documents in a confidential manner
To be able to follow proper schedule adherence
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Observed proper attendance in the call queue based on scheduling
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To report to the center per schedule indicated in a timely and accurate manner
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To provide proper notification proceeding in terms of failure to follow schedule
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To be able to inform the immediate superior of any attendance issues and inquiries
Adheres to policies and procedures set forth by the company
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Log-ins and out depending on the schedule provided to them
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Understand the Company code of conduct and its provisions therein
Training for basic knowledge on the account
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Attends training conducted to know the responsibilities of the assigned account
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Know the tools and necessary equipment to use to handle the customer’s issues and concerns
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Know the proper department to contact for escalations and resolution management
