Customer Care Assistant Employment Contract

Contracting for job title / position:

"Customer care assistant" grade III.

Work Duties - are to:

1) Respond to telephone inquiries as well as complaints using standard scripts procedures

2) Gather information, researches/resolves inquiries logs customer calls

3) Communicate appropriate options for resolution in a timely manner

4) Inform customers about services available assesses customer needs

5) Provide functional guidance, training assistance to lower level staff

6) Provide assistance, training troubleshooting support to lower level staff

7) Schedule work to make sure accurate phone coverage - cd - monitors priority of calls shifts escalated calls to assure resolution to problems

8) Prepare standard reports to track workload, response time quality of input

9) Assist in planning as well as implementing department goals plus makes recommendations to management to improve efficiency effectiveness