Customer Service Agent

Summary:

Handle Customer contacts from different channels to provide and process information in response to inquiries, concerns and requests about products, services and general information from the different segments handled in the department. Creates performance reports and provides mentoring to new agents or agents that have been recently trained in a new segment. Take payments for Customers to place orders at a store or the website

Responsibilities:

Handle Customer contacts from different channels (telephone, e-mail, chat) identifying their concerns and responding promptly to their inquiries
Follows up on Customer interactions via e-mail, telephone or chat with other departments/teams and outside vendors/third parties. Feeds ticketing systems to record Customer interactions and transactions. Attend trainings, meetings and mentorings to maintain knowledge updated and receive feedback
Create performance reports and provides mentorings and feedback to new agents or agents that have been recently trained in a new segment. Process orders, rebates, complaints