This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards, across many products and processes.
Duties & Responsibilities
Support the execution of retention initiatives. Deals with clients via telephone in adherence to procedural, productivity and quality standards.Strong support role involving sharing information and convincing client of appropriate course of action for resolution of queries.Exercises persuasive skills in guiding clients towards a solution.Takes inbound or makes outbound calls, effecting outbound calls in accordance with predetermined schedule.Finalises calls at point of contact where possible.May escalate more complex queries appropriately.May act as mentor to less experienced Agents.Fully multi-skilled across products and processes.May be required to stand in i...