Associate

Qualification

 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

ROLES 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

͏MANDATORY 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