Responsibilities

·        Manage large amounts of incoming calls

·        Identify and assess customers’ needs to achieve satisfaction

·        Transfer callers to appropriate personnel as necessary

·        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

·        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

·        Follow communication procedures, guidelines and policies

·        Take the extra mile to engage customers

Requirements

·        Proven customer support experience or experience as a client service representative

·        Strong phone contact handling skills and active listening

·        Familiarity with CRM systems and practices such as Salesforce and  ZenDesk

·        Proficiency in office software, including Outlook, Word, Excel & their Google counterparts

·        Customer orientation and ability to adapt/respond to different types of characters

·        Excellent communication and presentation skills

·        Ability to multi-task, prioritize, and manage time effectively

·        High school degree

About APVI.com

Since 2003, APVI has provided expedited US passport and travel visa processing services to individual and corporate travelers. We are registered with the US Passport Agency and with over 90 embassies.