Focus Group
tech
CallHandler
“Call Handler at Focus Group. Skills: customer service, communication, problem solving. Handle incoming customer queries via phone. Ensure timely responses”
What You'll Achieve.
personal performance goals; agreed Service Level Agreements (SLAs)
Industry & Context.
analyse issues; take timely action to resolve customer queries
What They're Looking For.
Must Have
customer service orientation, excellent telephone manner, communication skills, ability to follow processes, build trust with customers, clear and reassuring communication, calm and composed during challenging situations, instilling confidence in customers, quickly gather relevant information, analyse issues, take timely action to resolve customer queries, goal-oriented, managing multiple tasks and escalations, maintaining high standards of customer service, accurate in numeracy, accurate in written communication, accurate in data entry
What You'll Do.
Handle incoming customer queries via phone
Ensure timely responses
Accurately diagnose and log customer issues
Maintain and update cases
Manage outstanding cases
Ensure cases are escalated
Adhere to quality systems
Promote best practices
Contribute towards service improvement
How You'll Work.
Communication Scope
excellent telephone manner; clear and reassuring communication
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