• Manage large amounts of incoming phone calls • Generate sales leads • Identify and assess customers' needs to achieve satisfaction • Build sustainable relationships and trust with customer accounts through open and interactive communication • Provide accurate, valid, and complete information by using the right methods/tools • Meet personal/customer service team sales targets and call handling quotas • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution • Keep records of customer interactions, process customer accounts and file documents • Demonstrate empathy and patience towards customer concerns and needs • Collect and utilize customer feedback to enhance products, services, and overall customer experience