To be able to provide excellent customer service experience to both our internal & external customers by ensuring
that deliverables are achieved:
- Frontline representative to support MCI customers via Phone, Email, and/or Chat
- Demonstrate strong customer service skills to optimize the experience for each customer contact
- Ability to empathize and relate to customers even during difficult conversations
- Answer all customer inquiries through various channels (telephone, email, chat, and any additional channelsas developed) in a courteous and professional manner
- Walk the customer through websites, customer-facing platforms, and tools to complete desired actions
- Perform accurate diagnosis of inquiries and provide appropriate solutions/responses based on definedprocedures
- Use appropriate systems and available resources as necessary to assist in responding to each request
- Support and provide information to all internal and external customers in a professional and courteous manner
- Apply minimal sales and design expertise to improve customer experience and increase satisfaction
- Build a strong customer relationship and commitment
- Ensure current customers have the right products and services, identify new markets and customer leads, andpitch prospective customers
- Responsible for identifying a customer's needs, pitching relevant products or services, and ensuring they havepositive experience from start to finish
- Do cold call prospects they find through business directories or client referrals.
- Promote products and campaigns to customers
- Perform additional responsibilities as required
Qualifications
Minimum of 5 years working experience in providing after sales
With strong background in sales.
With At least one year BPO experience supporting customer service preferably handling multi-channel platform
Knowledge of and/or interest in internet/web technologies and social media
Highly motivated to act independently and to acquire additional knowledge or skill sets that will aid in the role
Proficient in English verbal and written communication
The ability to learn new technology quickly and the ability to use multiple systems
Proficient and working knowledge of MS Outlook, Excel, Word, PowerPoint & Database Management
With strong planning, sales and negotiation skills
