3 weeks ago

Job Summary

They handle all types of inbound calls with maximum efficiency, provide accurate information to customers, take appropriate steps to resolve all issues, and deal with a variety of complaints, grievances, and disputes The incumbent will be required to both take direction and work intuitively to support the completion of the department’s goals and objectives.

  • Minimum Qualification:HND
  • Experience Level:Mid level
  • Experience Length:2 years

Job Description/Requirements

Responsibilities:
  • Assist all Contact Center Member Service Representatives with issue resolution.  
  • Respond to members' and potential customers' phone inquiries on membership, products, and services.  
  • Navigate system applications as needed to resolve inquiries.  
  • Provide timely, friendly, and accurate service in building customer relationships; determine member eligibility; provide guidance to members in order to meet their financial needs. 
  • Accurately verify documents, and process all customer transactions.  
  • Prioritize workload based on mandatory requirements and customer service level agreements.  
  • Safeguard customers' accounts and information for privacy and accuracy.  
  • Resolve complaints by communicating with other departments and/or partners as needed.  
  • Provide extraordinary service by resolving problems thoroughly.  
  • Perform and process account maintenance, fulfillment requests, research requests, etc.  
  • Work in collaboration with other team members.  
  • Recognize and escalate issues, respond to, resolve, and troubleshoot customers' questions /issues. Adhere to response time and quality goals.  
  • Resolve complex payment issues. Interact with vendors, payees, and members to research issues. May uncover the root cause of problems, correct accounts, and communicate actions taken to members. Educate customers on the proper use of service.
  • Act as a subject matter expert to front-line associates for process questions by directing associates to online tools and resources and by giving guidance for de-escalating customers. 
  • Other duties assigned
  • Manage large amounts of incoming phone calls
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid, and complete information by using the right methods/tools
  • Meet personal/customer service team sales targets and call-handling quotas
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure the resolution
  • Keep records of customer interactions, process customer accounts, and file documents
  • Follow communication procedures, guidelines, and policies
  • Take the extra mile to engage customers

Requirements:
  • Highly detail-oriented and organized
  • Ability to meet a constant stream of deadlines
  • Proven ability to work both independently and collaboratively with different levels of employees
  • Superior analytical and problem-solving skills
  • Familiarity with accounting software and programs
  • Responsiveness
  • Organizational Skills
  • Adaptability
  • Ability to Work Under Pressure
  • Computer Skills
  • Clear Understanding of ERP Software

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