Customer Experience Representative (part-time)

KEY ACCOUNTABILITIES

• Meet or exceed products and services sales goals by targeting prospective customers with appropriate offers and information on products and services.
• Record and resolve customer complaints promptly, to customers’ satisfaction.
• Processing of Service Activations, queries and refunds.
• Monitor accounts to ensure customer payments are correctly updated.
• Adjustments on accounts (Monetary adjustments and corrections).
• Escalate problems in accordance with the query resolution procedure dictated by the Company.
• Making and receiving customer calls.
• Termination and suspension of account.
• Handling some technical queries.
• Interface with customers via direct person-to-person contact, multi-line telephone, or written correspondence on all matters relating to the provision of video, Internet, and telephony products and services.
• Prepares daily activity report from prior day's activities.
• Responds to customer complaints and resolves them. Immediately notifies supervisor(s) of any potential problem areas discovered or suspected with any priority and/or major account. Reports all competitive sales information available to appropriate personnel.
• Maintains files of customer records, pending quotations, and other pertinent material based on company standards.
• Provide feedback to Management on customer concerns/issues affecting customers.
• Cross connect with various departments and direct customer interaction.
• Attending or Participating in Training Sessions held by the Company.
• Attend local training sessions for new systems or service and/or upgrades, as required.
• Any other duties that may be assigned from time to time to facilitate improved service, cross training and promotional opportunities.