Tasks and Responsibilities  

· Contact businesses or private individuals by phone   

· Deliver prepared sales scripts to persuade potential customers to purchase a product or

service or make a donation   

· Describe products and services   

· Respond to questions   

· Identify and overcome objections   

· Take the customer through the sales process   

· Obtain customer information   

· Obtain possible customer leads   

· Maintain customer/potential customer data bases   

· Follow up on initial contacts   

· Complete records of telephonic interactions, orders and accounts   

General Purpose :

Answer incoming calls from customers to take orders, answer inquiries and questions, handle

complaints, troubleshoot problems and provide information. Main Job Tasks,

Duties and Responsibilities

· Answer calls and respond to emails  

· Handle customer inquiries both over the phone and by email  

· Research required information using available resources  

· Manage and resolve customer complaints  

· Provide customers with product and service information  

· Enter new customer information into system  

· Update existing customer information  

· Process orders, forms and applications  

· Identify and escalate priority issues  

· Route calls to appropriate resource  

· Follow up customer calls where necessary  

· Document all call information according to standard operating procedures  

· Complete call logs  

· Produce call reports Key Competencies and Skills  

· Verbal and written communication skills  

· Listening skills  

· Problem analysis and problem solving  

· Customer service orientation  

· Organizational skills  

· Attention to detail  

· Judgment  

· Adaptability  

· Team work