• Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.• Check to ensure… Show more • Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.• Check to ensure that appropriate changes were made to resolve customers' problems.• Solicit sale of new or additional services or products.• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems.• Take supervisory and manager calls to assist customer and take escalations• Track customer’s escalations • Work with Team Leaders in identifying individual/team performance related issues, develop an action plan for improvement and implement corrective action• Work with Team Leaders ensuring service delivered to customers meets contractual Key Performance Indicator• Conduct team meetings to ensure expedient communication of relevant information and as an open forum for input• Provide necessary actions for the customer’s satisfaction• Effectively provide follow up coaching, call listening and goal settings to focused agents to ensure performance metrics are achieved at a minimum weekly Show less

• Listening to every recorded voice calls; verifying each calls• Determining AFI’s, Weaknesses and Strengths of the team• Doing the End of the day, End of week and End of month reports• Conduct team QA coaching and call calibration o Coach and help develop team members; help resolve dysfunctional behavior - Facilitate problem solving and collaboration• Conduct training for newly hired agents - Product knowledge training program - Communication skills training… Show more • Listening to every recorded voice calls; verifying each calls• Determining AFI’s, Weaknesses and Strengths of the team• Doing the End of the day, End of week and End of month reports• Conduct team QA coaching and call calibration o Coach and help develop team members; help resolve dysfunctional behavior - Facilitate problem solving and collaboration• Conduct training for newly hired agents - Product knowledge training program - Communication skills training program• Appraise agent's skills and performances• Analytical and decision making• Conduct training for newly hired agents - Product knowledge training program - Communication skills training program - Foundational skills training program• Appraise agent's skills and performances• Analytical and decision making• Determining AFI’s, Weaknesses and Strengths of the team• Doing the End of the day, End of week and End of month reports• Coach and help develop team members; help resolve dysfunctional behavior Show less