Functional Role

 Answer calls and respond to emails 

 Perform customer identity verifications

 Determines end user requirements by working with customers.

 Handle customers inquiries both telephonically and by email,

  Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; escalating unresolved problems.

 Fulfill requests by clarifying desired information; forwarding requests.

 Maintains call center database by entering information and keeping accurate records of discussions or correspondence with customers;

 Keep equipment operational by following established procedures; reporting malfunctions.

 Updates job knowledge by participating in educational opportunities.

 Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

 Route calls to appropriate resource

 Prepare and distribute customer activity reports

 Record product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution.

 Recommend potential products or services to management by collecting customer information and analyzing customer needs.

 Produce reports related to Failed/Successful transactions, daily registration, Activation List

 Perform outgoing Calls to activate registered accounts and assist them in resolving problems (if any), and explain new features.