CCA3 - Customer Service Representative - 22.01

BASIC FUNCTIONS:

• Takes and handles customers' orders online
• Handles multiple LOB Calls/Email/Chat
• Answers customer concerns
• Set-up/Activates customer's account
• Confirms and verifies customer's account.
• Answers customer inquiries
• Provides general information
• Will do message handling

COMPETENCIES NEEDED:

• Excellent in oral and written communication skills
• Ability to multitask
• Ability to learn and understand different processes required for each account.
• Can manage Target AHT without compromising quality.

KEY RESULT AREAS:
QA Score
AHT
Answer Rate
Behavior
Attendance