Job description
The customer service representative at FTO is responsible for providing exceptional customer service by promptly and accurately addressing inquiries from prospective and existing policyholders via telephone. Adhere to established call center guidelines, collaborate effectively with colleagues, agents, and other departments, and ensure resolution of inquiries through comprehensive research and clear communication. Execute computer inquiries and entries, maintain meticulous records, and uphold a consistent and predictable attendance schedule, contributing to a positive customer experience.
Responsibilities:
- Provide customer service by answering prospective policyholders and/or policyholders’ telephone inquiries with proper telephone etiquette and giving accurate and timely responses.
- Meet the established call center guidelines for answering calls.
- Work effectively with co-workers, agents, policyholders, or other departments as needed.
- Research and resolve inquiries and communicate the results by telephone and/or written correspondence to the policyholder, agent, or other departments.
- Make computer inquiries and entries relating to customer accounts.
- Maintain records and/or policy files according to established guidelines.
- Regular and predictable attendance in meetings with a defined work schedule.
- Maintain KPIs — measure the success of customer service initiatives and ensure that CSRs are delivering a high level of service that aligns with business goals.
Requirements and Skills:
- with CSR experience
- Ability to provide exceptional customer service with a customer-centric mindset.
- Excellent oral and written communication skills with proficiency in telephone etiquette.
- Proactive approach to researching and resolving inquiries promptly.
- Excellent oral and written communication skills.
- Ability to handle multiple assignments.
