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- Maintain a positive attitude while dealing with a variety of problems and applying creative problem-solving methods
- Anticipate customer needs by studying services, products, and proper customer processes and procedures
- Have full working knowledge of the service associate handbook in order to respond to every customer inquiry with confidence
- Record all customer and end-user calls in order to improve service and products provided by the company
- Monitor customer problems and needs to anticipate inquiries and respond to issues immediately as they occur
- Understand how to use the company knowledge base to prepare for each customer interaction while taking detailed notes
- Prevent the escalation of customer issues by collecting and analyzing information provided before interacting with the customer
- Greet customers in a friendly manner and offer to help in whatever way required to maintain positive company image
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