Associate

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

Q͏ualifications

 High School Diploma or General Educational Development (GED) certificate or equivalent in

relevant work experience desired

 Previous telesales experience preferred

 Ability to maintain the highest level of confidentiality

 Excellent interpersonal, written and oral communication skills

 Ability to work in a team fostered environment

 Ability to work in a multi-tasked environment

 Ability to prioritize and organize work

 Ability to adapt to a flexible schedule

R͏oles and Responsibilities

 Communicate with potential customers by phone to solicit orders and quote prices to persuade

customers to buy Client products or services

 Explain services and special promotions to customers adhering to script, Client and government

regulations

 Up-sell and / or cross-sell products or services to customers where appropriate

 Complete appropriate paperwork and record necessary customer sales information at time of sale

 Document status of all calls indicating leads generated or leads which could not be pursued due to

either disconnected phone numbers or lack of interest

 Participate in projects, duties, and other tasks assigned by management

 Make recommendations to implement improved processes

 Basic Customer Service Skills

 Demonstrate through communication, genuine interest and concern to what the customer/client is

telling them.

 Demonstrates a willingness to help

 Able to complete basic troubleshooting

 Able to speak intelligently to computing and computing components.

 An eagerness to want to learn about computers and new technology. Inclusive of wanting learn the

latest and greatest as it relates to Computers

 Problem solving skills

 Able to sell service to customers that are not able to repair service themselves

 Making sure that the customer understands the benefits of what they are receiving and able to

handle reluctance/objections.

 Candidate shall be responsible for all risk management & compliance activities as applicable to this

functional role

M͏andatory Skills

 Computer Skills and Background

 Basic understanding of how a computer works and the devices that are driven by the computer (ie.

Internet (ISP), Drivers, Operating System, Hardware, Software, etc)

 Excellent Customer Service Skills

 Ability to analyze and solve customer concerns

 Customer Service Product and Service

͏

Deliver NoPerformance Parameter Measure

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

		2
		Self- Management
		Productivity, efficiency, absenteeism, Training Hours, No of technical training completed