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Retention Agent: StarTek, Inc.
    Customer Care Representative (CCR) I:
Work is performed under direct supervision. Follows detailed instructions and reports any deviation to Team Leader. Work assignments are routine in nature where limited judgment is required. Acquires job skills and learns company policies and principles to complete routine tasks. Requires 0 to 3 months related experience or equivalent combination of education and related experience. Essential Functions 1. Responds to customer inquires regarding service, billing, equipment, features, activations, and/or changes to account information taken via telephone, mailings, fax, or e-mail. 2. Utilizes computer/on-line guidelines in responding to customer inquiries. 3. Communicates with the customer to help them understand proper use of product, hardware, or software. 4. Handles customer problems related to product function or the replacement of defective parts. 5. Completes, processes, and maintains applicable paperwork and records. 6. Researches and resolves customers’ disputes and problems within established guidelines. 7. Handles disgruntled and dissatisfied customers in a courteous and professional manner. 8. Strives to resolve customer issues on the first call without having to transfer callers. 9. Follows escalation procedures as needed. 10. Up-selling and / or Renewals as required by our client. Other Functions 1. Other duties as assigned. —Employees are held accountable for all duties of this job— Job Qualifications Knowledge, Skills & Abilities: o Ability to read, and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals o Ability to write routine reports and correspondence o Basic typing skills o Strong customer services skills o Ability to adapt to changing priorities, meet deadlines and work well under pressure o Ability to follow defined procedures and deal with different and specialized situations o Ability to communicate through the telephone, e-mail, or fax in a professional manner o Solid knowledge of computers and software applications o May require proficiency with spreadsheet (Excel), word processing (Word), and e-mail software applications o Ability to carry out instructions furnished in written or oral form o If assigned to a bi-lingual account/team, fluency (verbal) in the additional supported is required. Material And Equipment Directly Used: Requires use of standard office equipment and PC/VDT, mouse, and various peripherals. Equipment requires involved set-up, adjustments and operational procedures (e.g. word processing equipment, personal computers, scanners and digital copier/printer). Working Environment/Physical Activities: Work is generally performed in an office environment. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls; and talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.
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