Account Representative at HCLTech

Job Title: Account Representative

Location: United States (Remote)

Department: Operations

Reports To: Account Supervisor

Summary: Entry level representative responsible for providing premier customer service on inquiries,

processing orders, explaining client products, and handling complaints in a prompt, courteous, clear and

concise manner. At minimum, this position handles the primary business, or contact type based upon the

needs and structure of the client.

Essential Duties and Responsibilities include all or majority of the following below. Other duties may

be assigned.

Confers with internal and/or external customers in order to provide information about products

and/or services such as processing customer requests, orders, canceling accounts or obtaining

details of complaints over the phone, by email, live chat, social media or other method of

communication.

. Resolves customer questions and concerns effectively and efficiently by actively listening,

Communicating clearly and Concisely, and assuring

® Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and

resolving a wide variety of customer requests, inquiries, and complaints.

* Documents customer interactions and transactions, recording detail of inquiries complaints comments and actions taken, to include Adverse Events.

® Provides prompt and accurate service to promote customer loyalty for the client.

® Obtains and examines all relevant information to assess validity of complaints and to determine

possible causes. May make outbound calls related to the product or service, and/or in follow-up to

a customer inquiry.

* Ensures that production and quality expectations are achieved and meet or exceed all client

contractual requirements.

Supervisory Responsibilities:

This position does not have direct reports.

Job Specifications: To perform this Job successfully, an individual must be able to perform each

essential duty satisfactorily.