Front Desk
AFCONRECRUIT LTD
Opebi, LA, ng
1d ago

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

  • Confer with customers by telephone or in person to provideinformation about products or services, take or enter orders, cancel accounts,or obtain details of complaints.
  • Check to ensure that appropriate changes were made toresolve customers' problems.
  • Keep records of customer interactions or transactions,recording details of inquiries, complaints, or comments, as well as actionstaken.
  • Resolve customers' service or billing complaints byperforming activities such as exchanging merchandise, refunding money, oradjusting bills.
  • Complete contract forms, prepare change of address records,or issue service discontinuance orders, using computers.
  • Refer unresolved customer grievances to designateddepartments for further investigation.
  • Determine charges for services requested, collect depositsor payments, or arrange for billing.
  • Contact customers to respond to inquiries or to notify themof claim investigation results or any planned adjustments.
  • Solicit sales of new or additional services or products.
  • Order tests that could determine the causes of productmalfunctions.
  • Obtain and examine all relevant information to assessvalidity of complaints and to determine possible causes, such as extremeweather conditions that could increase utility bills.
  • Review claims adjustments with dealers, examining partsclaimed to be defective, and approving or disapproving dealers' claims.
  • Review insurance policy terms to determine whether aparticular loss is covered by insurance.
  • Compare disputed merchandise with original requisitions andinformation from invoices and prepare invoices for returned goods.
  • Recommend improvements in products, packaging, shipping,service, or billing methods and procedures to prevent future problems.
  • KNOWLEDGE

  • Customer and Personal Service Knowledge of principles and processes for providing customer andpersonal services. This includes customer needs assessment, meeting qualitystandards for services, and evaluation of customer satisfaction.
  • English Language Knowledge of the structure and content of the English languageincluding the meaning and spelling of words, rules of composition, and grammar.
  • Clerical Knowledge of administrative and clerical procedures and systems suchas word processing, managing files and records, stenography and transcription,designing forms, and other office procedures and terminology.
  • Computers and Electronics Knowledge of circuit boards, processors, chips, electronic equipment,and computer hardware and software, including applications and programming.
  • SKILLS

  • Active Listening Giving full attention to whatother people are saying, taking time to understand the points being made,asking questions as appropriate, and not interrupting at inappropriate times.
  • Speaking Talking to others to conveyinformation effectively.
  • Service Orientation Actively looking for ways to helppeople.
  • Reading Comprehension Understanding written sentencesand paragraphs in work related documents.
  • Critical Thinking Using logic and reasoning toidentify the strengths and weaknesses of alternative solutions, conclusions orapproaches to problems.
  • Persuasion Persuading others to change theirminds or behaviour.
  • Active Learning Understanding the implications ofnew information for both current and future problem-solving anddecision-making.
  • Monitoring Monitoring / Assessing performanceof yourself, other individuals, or organizations to make improvements or takecorrective action.
  • Social Perceptiveness Being aware of others' reactionsand understanding why they react as they do.
  • Time Management Managing one's own time and thetime of others.
  • TECHNICAL SKILLS

  • Access software Citrix
  • Accounting software Fund accounting software; IntuitQuickBooks; Sage 50 Accounting; Tax software
  • Backup or archival software SugarSync
  • Business intelligence and data analysis software IBM Cognos Impromptu
  • Communications server software IBM Domino;ShoreTel
  • Contact center software Multi-channel contact centersoftware; Timpani Contact Center; Timpani Email
  • Customer relationship management CRM software Austin Logistics CallTech; Blackbaud The Raiser's Edge;Salesforcesoftware; Telemation e-CRM
  • Data base user interface and query software Customer service knowledge generation software; Data entry software;FileMaker Pro; Microsoft Access
  • Desktop publishing software MicrosoftPublisher
  • Document management software Adobe SystemsAdobe Acrobat
  • Point of sale POS software Main StreetSoftworks Monetra
  • Presentation software Microsoft PowerPoint
  • Project management software MicrosoftSharePoint
  • Spreadsheet software Microsoft Excel
  • Time accounting software KronosWorkforce Timekeeper
  • Transaction security and virus protection software McAfee ; Symantec
  • Video creation and editing software YouTube
  • Voice recognition software DSC PacerInteractive Voice Response System
  • Web page creation and editing software Facebook; LinkedIn.
  • ABILITIES

  • Oral Comprehension The ability to listen to andunderstand information and ideas presented through spoken words and sentences.
  • Oral Expression The ability to communicateinformation and ideas in speaking so others will understand.
  • Speech Clarity The ability to speak clearly soothers can understand you.
  • Speech Recognition The ability to identify andunderstand the speech of another person.
  • Near Vision The ability to see details at closerange (within a few feet of the observer).
  • Problem Sensitivity The ability to tell when somethingis wrong or is likely to go wrong. It does not involve solving the problem,only recognizing there is a problem.
  • Written Expression The ability to communicateinformation and ideas in writing so others will understand.
  • Written Comprehension The ability toread and understand information and ideas presented in writing.
  • Deductive Reasoning The ability to apply general rulesto specific problems to produce answers that make sense.
  • Inductive Reasoning The ability to combine pieces ofinformation to form general rules or conclusions (includes finding arelationship among seemingly unrelated events).
  • Information Ordering The ability to arrange things or actions in a certain order or patternaccording to a specific rule or set of rules (e.
  • g., patterns of numbers,letters, words, pictures, mathematical operations).

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