Job Description

Job responsibilities:

Support and provide superior service via phones, e-mails and faxes as a receiver and caller


Use questioning and listening skills that support effective telephone communication


Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects


Understand the impact of attitude in handling calls professionally


Effectively deal with job stress, angry callers, and upset customers


Very well self-organizer


Use the most appropriate way to communicate with different behaviour types on the telephone


Apply the elements of building positive rapport with different types of customers over the phone


Apply the proper telephone etiquette to satisfy various customer situations


Apply appropriate actions to effectively control a telephone call


Identify voice skills and how to enhance a good telephone presentation


Meets commitments to customers


Display ownership to additional tasks as demanded by superiors


Display Time flexibility towards shifts as per work floor requirements


Satisfaction of all non-sales, inbound contact from customers in a manner that matches effort to customer requirements and value to AWR Group Extension of this contact to planned, non-sales outbound contact focussed on customer retention


Other related tasks as required



The above statements are intended to describe the general nature and level of work performed by people assigned to this job function They are not intended to be construed as an exhaustive list of all job duties performed Management reserves the right to revise or amend duties at any time

Educational Qualification

Diploma graduate or equivalent required

Work Experience

Six months to one year of customer service experience preferred

Competencies

Excellent negotiator


Excellent verbal and written communication skills desired


Effective listening skills


Ability to adapt to change and multi-task are essential qualities


Familiarity with Microsoft Office products and general computer keyboard skills in addition has to have technical and internet expertise


Excellent Time manager


Demonstrate Sales/ Customer service communication skills


Applies problem solving skills


Utilize customer service experience to answer and resolve customer inquiries via inbound phone calls


Maintain production and quality standards


Working in a fast-paced high call volume environment


Self-motivated and energetic personality


Friendly and courteous telephone manner required


Punctuality and efficiency, with the ability to prioritize


Excellent team player



Information Management


Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems


Stress Tolerance


Deals calmly and effectively with high stress situations (for example, tight deadlines, angry customers, emergency situations)


Flexibility


Is open to change and new information; adapts behaviour or work methods in response to new information, changing conditions, or unexpected obstacles; effectively deals with uncertainty

Languages

Fluent in English writing/speaking


Dual language