• Inbound as well as outbound calling • Establishing consultations • Conducting discussions to members of unions that request our benefits • Simple personal computer knowledge • Finishing the necessary paperwork • Quality assurance • Leadership development

• Respond to customer queries in a timely and accurate way, via phone, email or chat • Identify customer needs and help customers use specific features • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users) • Update our internal databases with information about technical issues and useful discussions with customers • Monitor customer complaints on social media and reach out to provide assistance • Share feature requests and effective workarounds with team members • Inform customers about new features and functionalities • Follow up with customers to ensure their technical issues are resolved • Gather customer feedback and share with our Product, Sales and Marketing teams • Assist in training junior Customer Support Representatives

• Manage large amounts of incoming calls • Generate sales leads • Identify and assess customers’ needs to achieve satisfaction • Build sustainable relationships and trust with customer accounts through open and interactive communication • Provide accurate, valid and complete information by using the right methods/tools • Meet personal/customer service team sales targets and call handling quotas • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution • Keep records of customer interactions, process customer accounts, and file documents • Follow communication procedures, guidelines, and policies • Take the extra mile to engage customers

• Receive data and sourcing documents, compile, sort, interpret and verify data to be entered. • Provide basic troubleshooting and recommend solutions • Maintain electronic and hard-copy filing system of applications, rebates and other supporting documents. • Communicate effectively as part of team approach with other departments in servicing customers. • Provide customer service activities such as responding to emails and phone calls. • Other duties as assigned.