General Purpose

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Main Job Tasks, Duties and Responsibilities

• answer calls and respond to emails
• handle customer inquiries both over the phone and by email
• research required information using available resources
• manage and resolve customer complaints
• route calls to appropriate resource
• follow up customer calls where necessary
• document all call information according to standard operating procedures
• complete call logs
• produce call reports

Education and Experience

• high school, Grade 10 or 11
• proficient in relevant computer applications
• required language proficiency

Key Competencies and Skills

• verbal and written communication skills
• listening skills
• problem analysis and problem solving
• customer service orientation
• organizational skills