1. To deliver best customer experiences and services through phone, email, SMS, web, live chat and social media channel to existing customers throughout the term of their financial or lease agreement and prospective customers to ensure high level of customer satisfaction and loyalty.
2. Understand customer issues and concerns, identify root cause, and provide first contact resolutions in a timely and efficient manner.
3. Build sustainable relationships and engage customers by taking the extra mile.
4. Keep records of all conversations in our call center database in a comprehensible way.
5. Meet personal/team qualitative and quantitative targets.
6. Promotes additional services by recognizing opportunities to up-sell accounts; explaining new products and services.
7. Responds to customer inquiries efficiently by understanding inquiry, reviewing previous inquiries and responses, gather information quickly and relay that information clearly and coherently to customers and prospects to ensure customer’s needs are managed and met.
8. Verify customer understanding of the solution or information and provide additional customer education as needed to prevent call backs on the same issues or inquiries.
9. Assist in Customer Experience (CX) initiatives by performing customer behaviour and preference analysis, tracking trends, monitor factors impacting customer experience and comunicating key drivers and variances to superior.
10. Handle the administration of customer billing , receivables and others as assigned.
11. Work with accounting team to assist in bank reconciliation issues.
12. Assist and support new business & strategy, additional business needs, digital initiatives and user acceptance testing (UAT) as assigned by superior.