Overview:
Provide support to internal and external stakeholders as well as supporting customer requests, inquiries and/or questions through email, phone, or other channels as may be established from time to time. Liaise with other support teams (Internal/External) as required to resolve requests in a timely manner. Primary responsibilities are focused on handling requests and ensuring accurate transactional processing.
Reporting Lines & Competencies:
Knowledge of…
- Basics of business correspondence,
- Using various computer applications
- Computer Navigation
- Strong proficiency with MS Office, Outlook, and Windows troubleshooting and support
Skills
- Strong English language skills: ability to articulate clearly and to be understood
- Proficient in active listening skills
- Excellent comprehension skills
- Excellent probing skills
- Proficient at up-selling additional products and services
- Good Navigation and Multi-tasking skills
Ability to…
- Connect the customer’s needs to a relevant solution
- Make recommendations according to customer's needs on features, accessories, upgrades, and rate plans
- Negotiate and properly handle objections with customers
- Relate to the customer and assess needs quickly
- Build effective and productive relationships with team members
- Meet performance metrics set by the account