Tanga Tebo I.

Customer Service Agent Ii @Sitel Digital Services Formerly Sykes

US

Provide billing Assistance and troubleshooting through company applications• Document customer correspondence to track requests, problems, and solutions.• Utilize active listening and communication skills to address customer inquiries and escalate issues to the supervisor.• Manage a high volume of inbound customer calls.• Ask probing questions to determine service needs and accurately input information into electronic systems.• Assist customers with making payments or establishing payment plans to bring accounts current.• Maintain strong call control and quickly work through scripts to address problems.• Uphold quality control policies and procedures to increase customer satisfaction.• Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.• Escalate customer concerns, issues, and requirements to supervisors for immediate rectification.• Inform customers about billing procedures, process payments, provide payment options, and setup assistance.• Consult with customers to resolve service and billing issues.• De-escalate problematic customer concerns, maintaining a calm, friendly demeanor.• Improve customer service waits times to mitigate complaints.