Inktel Marketing

• Answer incoming contacts from clients via phone, email, and chat • Promote products while meeting or exceeding customer expectations • Identify root cause of inquiries and maintain required product knowledge

• Customer Support Specialists should stay informed about product specifications and the ability to maintain a positive demeanor and patience with customers • Demonstrate high standards for quality service • Work in tandem with the quality and training team to self-manage performance expectations • Maintain an open communication line with Team Lead/Quality Advocate/the Trainer and the manager for support and personal development • Maintain business acumen, courtesy and professionalism when dealing with all client contacts • Utilize existing email communication templates for client interactions housed in the Call Center Knowledge Base • Maintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately • Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects • Strict adherence to key performance indicators (KPI) as set by management. Strive to exceed key performance indicators (KPI) and quality goals as outlined by management

• Address customer questions and concerns regarding product and delivery information • Provide product information, review alternative solutions if an item is out of stock and place orders for the customer. • Successfully negotiate and appease customers using a variety of methods established by client • Check inventory, process returns, issue replacements and credits for damaged or defective merchandise • Perform other duties as assigned

• Address customer questions and concerns regarding product and delivery information • Provide product information, review alternative solutions if an item is out of stock and place orders for the customer • Successfully negotiate and appease customers using a variety of methods established by client • Check inventory, process returns, issue replacements and credits for damaged or defective merchandise • Perform other duties as assigned

• Provides client support via chat; assisting with client inquiries, troubleshooting and general support • Respond to all client communication via email and provide client support regarding account inquiries, service, programs/promotions and .com/Direct technical issues • Communicate with customers in a proactive and professional manner across multiple communication channels, including phone, chat, and email • Agents may be asked to transition to between channels at any time

• Answers incoming phone calls from clients, members, subscribers, or the public. • Responds to questions directly within the scope of the position. • Routes calls to the appropriate person if necessary. • Counsels clients or other callers who are upset or have urgent concerns. • Ensure callers have been provided with all necessary paperwork and instructions. • Solicits information necessary to respond appropriately or route caller. • Performs lookups or extracts records from information system or other files. • Educates callers about available services, products, or benefits. • Oversees service schedules. • Ensures estimates and other information given to the public are current.

• Communicate with customers in a proactive and professional manner across multiple communication channels, including phone, chat, and email • Transition to between channels as needed • Identify root cause of inquiries by asking probing questions to determine the best solution • Provided customer relationship management tool to research inquiries and document customer interactions • Receive and respond to inbound customer inquiries via phone, email, and text while updating internal computer applications and systems • Guide callers through troubleshooting, navigating the client's menus • Maintain required product knowledge to deliver best in class service

• Provide client support via chat • Assist with client inquiries and troubleshooting • Respond to client communication via email • Provide support regarding account inquiries and technical issues