Functional Responsibilities
1. Provides expedient and accurate customer service to all client customers. Addresses customer
concerns, queries, issues, complaints, and/or places sales orders and product information
requests. Prepares reports by accessing the account database, analyzing the information contained and providing useful accurate, and appropriate data.
2. When necessary, escalates complex customer interactions to the appropriate party as designated
and identified for each issue, specially when these issues, concerns, complaints, and queries are
beyond one's jurisdiction and scope of knowledge.
3. Performs callbacks/return calls to customers when initial calls are received during system
downtimes. Ensures that the necessary customer care/inbound sales process and procedures
are carried out in callbacks.
4. Takes the initiative to be updated with the latest account information from the client by reading e-
mail updates sent and attending recurrent training sessions. Ensures one's own understanding of
account/program updates and applies this in daily work.
5. Acts as a team player, interacting with fellow TSR's and contributing to team cohesion.
Supports the Team Leader in all initiatives aimed at driving individual/team performance and
attaining individual/team goals. Participates in team evaluations as scheduled by the Team
Leader to identify reasons behind the actual performance.
6. Monitor one's own performance against established metrics and ensures the attainment of these
metrics to effect overall account/program success. Solicits feedback from fellow TSR's
and the Team Leader on how to improve current performance.
7. Maintains ownership and accountability for one's own performance, initiating regular interaction
with the Team Leader for coaching, mentoring, and acquiring performance feedback. Seeks out
increased work activities that intend to hone skills, competencies and work behaviors and
Additional Job Description
Provides top quality customer service / technical support to all customers of the account/program.
Attends to customer queries, concerns, and issues regarding services and/or sales orders and submits
accurate data/reports on customer queries/sales orders. Takes advantage of every customer interaction
as an opportunity to create customer loyalty, reduce customer attrition, and increase the client's competitive
advantage over the other key players in the industry. Interacts with a team of TSR's and supports
the Team Leader in all initiatives aimed at driving individual and team performance and attaining
individual/team goals.
