CCA3/CCA4 - Customer Service Representative - 22.02

BASIC FUNCTIONS:

• Takes and handles customers orders online
• Handles multiple accounts
• Answers customer concerns
• Schedules an appointment
• Set-up/Activates customers account
• Confirms and verifies customers account.
• Answers customer inquiries
• Provides general information
• Will do message handling
• Book a reservation

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.

QUALIFICATIONS:

• Degree Holder or with at least 2 years of college
• Has very good oral and written communication skills
• With customer service experience
• Good attention to details
• Good thought process
• No attendance issues if ex-agent
• Computer literate
• If ex-agent, good attendance record is a must
• MUST be a CCA3 agent
• Pleasing Personality

KEY RESULT AREAS:

QA Score
AHT
Answer Rate
Behavior
Attendance