Responsible for handling customer interactions via a call (inbound or outbound), chat, email, etc. in accordance to client’s guidelines to resolve customer’s need.
scope client line of business assigned.
responsibilities
* assist on maintaining global security policies by informing any inappropriate activity
* manage customer’s interactions in accordance to client’s guidelines
* follow coaching provided by support personnel
* manage customer’s interaction to accomplish objective in conjunction with the performance assessment plan.
* reach key performance indicators established by the client
* read, understand and validate client weekly updates
* read and acknowledge all the ccms communications
qualifications
* technical skills: basic computer skills
* basic usage of ms office standard tools (outlook, excel, word and powerpoint)
* skills according to line of business defined in client’s sow
* languages required by client
* competencies and specific skills
o adaptability
o customer orientation
o teamwork
o communication
o initiative
o customer learning abilities
o energy
o analytical thinking
o productivity
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