Associate L1

Job description:

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

Q͏ualification

 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 Responsibilites

 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

 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

͏

Deliver

NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

 

 

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