CCA3 - Customer Service Agent - 22.01

BASIC FUNCTIONS:

• Agents will take inbound calls to do order taking and handle basic customer service.

• Agents are also expected to do upsell and cross selling of other products designated by the client.

• Multitask to ensure notations are complete before the end of the call (Low wrap up time is required)

KEY RESULT AREAS:

• Service Level
• Conversion
• Cart Value
• Cross Sell
• Compliance to the script

COMPETENCIES NEEDED:

• Articulate and Comprehensible
• Can work under pressure.
• Must be willing to work in a high call volume
• environment.
• Critical Thinking
• Above Average English communications skills

QUALIFICATIONS:

• Experience in Upselling is a must.
• Spontaneous and conversant.
• Agents will have a script to follow but must be able to carry a conversation and get back to the script.
• Must be willing to work in a high call volume environment.
• Knows how to use Microsoft office tools
• Versed on using soft phone