• Interact with customers through telephone, email and chat to provide information about services or products, assist with registrations and class cancellations, and receive any information about customer concerns.
• Record details of inquiries, comments or concerns, transactions or interactions, and respond within Customer Relations Center guidelines.
• Ensure that required changes are made to resolve customer queries.
•Refer unresolved and pending customer grievances to the appropriate departments for further investigation.
•Contact clients to notify them regarding investigation results, respond to inquiries, or any adjustments in services.
•Resolve issues related to billing or customer service by carrying out activities such as refunding money, exchanging classes, or adjusting bills.
•Review policies and terms to ensure they resolve the issues as per the regulations.
•Acquire and analyze all relevant information to evaluate validity of customer concerns and identify the possible causes.
•Process student enrollments, transfers and withdrawals; contract inquiries; billings, and feedback.
•Respond accurately to customers inquiries and ensure customer satisfaction.
•Secure possible customer leads.
•Enter and maintain data into a database of existing and/or potential customers.
•Manage records and database of telephonic communications, interactions, accounts, orders, and payments.
•Perform other clerical/administrative duties as assigned.
•Associate’s degree in Business or equivalent experience
•Experience in a customer service environment and with the associated activities
•Proficient in use of computers, applications, and the internet, including Microsoft Office
•Proficient data entry skills
•Passion and commitment to customer service excellence
•Excellent telephone etiquette that encourage and engage customer behavior to positive action
•Ability to react diplomatically, and maintain composure and demeanor under pressure
•Ability to maintain customer confidentiality
•Excellent organizational, time-management, and problem-solving skills
•Goal-oriented, results-driven, self-motivated, highly ethical, and able to work with minimal supervision
• Effective team member with a professional attitude, strong interpersonal skills, confidence, and enthusiasm
Resolve Customer Issue