CCA3 - Customer Service Representative - 22.01

BASIC FUNCTIONS:

INBOUND AGENTS

• Takes inbound calls about product
• inquiries.
• Perform callback/outbound calls
• Provide email and chat support for DocuWalk customers.
• Answers customer inquiries on how to
• Provides general information

KEY RESULT AREAS:

• Attendance
• QA
• FRT/Chat
• FRT/Email
• Behavior
• AHT

COMPETENCIES NEEDED:

• Excellent in oral and written communication skills
• Ability to multitask
• Ability to learn fast and understand different process
• Can manage first call resolution and target AHT without compromising quality

QUALIFICATIONS:

• Preferably college graduate or with at least 2 years of college
• Has very good oral and written communication skills
• With at least 2-3 years customer service experience
• Good attention to details
• Good thought process
• With very good attendance record from previous companies
• Computer literate
• Typing speed must be at least 35 words per minute