Executes routine inbound call center activities concerning the business products/services, using a standard script and established guidelines and under supervision, in order to meet SLAs
Ascertains nature of the transaction/call and assesses whether it can be handled in place, needs to be transferred, or further follow-up is required, in order to provide client with appropriate resolution.
Provides customer with appropriate standard information requested.
Derives all necessary information from customer to update database.
Understands when to seek help and/or escalate to a more senior role.