Duties and Responsibilities: Ensure action notes are input into database before call end Follow correct procedure for escalating calls to team leader Systems action notes to be correct, up-to-date and relevant Attendance/time keeping to be exemplary Handles internal and external customer inquiries on the telephone providing accurate and pertinent information according to the contact center guidelines and quality standards. Resolves customer complaints and problems, escalates issues to appropriate persons/teams whenever needed. Be prompt for work and back from breaks. Adhere to CCC rules Effectively interprets the needs of the customers, maintains and enhances standards of quality for the services offered. Builds a customer relationship, which adds value to the customer leading to a long-term profitable relationship. Shows a broad knowledge and services and their competitive advantages. Follows the appropriate guidelines and procedures for any given situation. Performs all duties assigned to him/her by the team leader and supervisor. Making recommendations of alternate solutions if customer expectations cannot be met Achieving first call resolution (FCR) Managing call flow in conjunction with navigating screens Ensuring reports are accurate and sufficiently detailed, e.g., document content of call