Customer Interaction Center Agent Job at ZEISS Group
The Customer Action Center Agent serves as a single point of contact in a call center environment to all IMT Customers. Their primary role is to ensure both internal and external customer satisfaction by effectively screening and logging all incoming inquiries and routing them to the appropriate person or qualified team for customer support.
Primary Duties and Responsibilities:
The following list is a summary of the core responsibilities:
Incoming Call Coordination
- Receive and document all incoming customer calls through the companies 800 line via a CRM ticket.
- Route customer or CRM ticket to an available and/or qualified agent for solution.
- Manage call overflow to maintain communication with customers regarding open calls.
- Document Call Activity
- Compile call volume data on a weekly basis or as needed and distribute activity charts to management.
- Ensure that incoming calls are documented accurately for problem, and solution.
Database Activity
- Update customer contact information for relevance and accuracy such as phone, email, site address, serial number on every call.
- Provide statistics, lists, and other data upon request from available databases to management.
- Provide support to other departments and projects as assigned by manager.
Entry-Level Technical Support
- Provide limited solution information to customers by utilizing set probing criteria identified by manager. This may include: regularly occurring; researching answers from available databases.
Experience and Education Requirements:
- A two-year degree in Business Administration or a related field is preferred. Equivalent work related experience will be considered.
- Must be proficient in Microsoft Office products such as Word, Excel.
- Able to multitask utilizing multiple systems, databases simultaneously.
- Must have strong background in customer support, customer service, and phone skills.
- Must have excellent verbal and written communication skills.
- Excellent interpersonal skills for professional interactions with customers as well as internal teams.
- Ability to operate with sense of urgency and prioritization when applicable.
- Must possess attention to detail, problem solving skills, self-motivated, time-management skills, task oriented.
- Ability to empathize with customers while remaining process focused.
- Ability to work in a fast paced environment.
- Must possess a positive attitude and flexibility to change.
- Ability to work as part of a team and independently as needed.
Your ZEISS Recruiting Team:
Morgan Bare
Please Note :
blog.nvalabs.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, blog.nvalabs.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.