Responsibilities

• Ensure service delivered to customers meets contractual KPIs.
• Clarify customer requirements, probe for understanding, and use decision-support tools to resolve issues.
• Listen attentively to customer needs, demonstrate empathy, and build rapport.
• Greet customers courteously, friendly, and professionally.
• Maintain basic knowledge of client products or services.
• Prepare complete and accurate work, appropriately noting accounts as required.
• Participate in activities designed to improve customer satisfaction and business performance.
• Offer additional products or services.
• Track, document, and retrieve information in the call-tracking database.
• Respond to inquiries by referring to published materials, secondary sources, or senior staff.

Qualifications

• High‑school diploma with 3–6 months of relevant experience preferred.
• Courteous with a st...