Job Description & Responsibilities

· Have in-depth knowledge about the company’s products and services
Follow communication procedures and guidelines according to the company policy, when handling different topics.

· Handle customer complaints (through phone or emails), provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.

· Make relevant notes from customer interactions

· Report on customer feedback and keep records of all conversations in the company database in a comprehensible way.

· Provide information on the FAST FIT EMS products or services and generate interest in the offers.

· Boost customer loyalty by offering a proper experience over the phone/email.
Build sustainable relationships and engage customers by taking the extra mile
Strong phone contact handling skills and active listening

· Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills verbally and in written.

· Trainers schedule daily checkups to assure all customers receive the expected quality of service.

· Solve efficiently the job-related tasks assigned by the trainers and others fellow staff
Leads process supervision to assure efficiency and promptitude in contacting customers (1st call and regular follow up routine)

· Ability to multi-task, priorities, and manage time effectively
Complete effectively the daily, weekly and monthly tasks attached to this job’s description.

1. RULES

• Customer care representatives may only use their personal cell phones in their break time, away from the call center desk/office.
• The use of cell phones on the call center desk may present a risk to sensitive customer information, illegal collection of personal data and reduces the ability to focus on your tasks

Customer care representatives must follow the TCPA(Telephone Consumer Protection Act) regulations, such as not calling residential numbers before 10 a.m. or after 10 p.m. On each call, the caller must disclose information to the recipient including who she represents, her name and reason for calling. Additionally, call centers must honor those on the do-not-call registry

• Customer care representatives must respect their working hours and in case of emergencies inform immediately the HR department/manager.
• Customer care representatives must respect the working space of their colleagues and keep clean their own desk during the working hours and before leaving the shift
• Customer care representatives’ devices/gadgets such as laptops, phones are their own responsibilities, and it must be charged every day before leaving the office.