Connecting and responding efficiently and accurately to customers, explaining possible solutions, and ensuring they feel supported and valued.
Answering inquiries through phone and email from customers to learn about and address their needs, complaints, or other issues with products or services.
Troubleshooting, triaging and/or resolving support issues from Edovo’s constituents.
Identifying if escalation is necessary and escalating to appropriate parties when needed.
Research required information using available tools and resources.
Manage and resolve customer complaints.
Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
Building lasting relationships with clients and other call center team members based on trust and reliability.
Utilizing software, databases, scripts, and tools appropriately.
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.