Managing incoming calls that are received from our clients’ customers by following an established call process flow, asking the right questions to determine the nature of query
Responding to incoming customer queries regarding billing, payments, existing and new services, promotions and offers, upgrade or downgrade of services, payments, etc.
Promoting and educating customers on offers and promotions, new products in the market, and the value of the service provided by the client
Aiming for first call resolution and answer customer’s queries by walking them through our clients’ system–explaining the process to the customer and providing turn-around time
Initiate investigations and create requests, if customer’s queries cannot be addressed on the call, and determine its level of priority
Ensure that confidential information is not requested or disclosed without the customer's consent and maintain the privacy of customer and client information