Inktel Marketing

Customer Support

• 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

Chat/Phone Support Specialist

• 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

Chat/Phone Support Specialist

Customer Care Specialist