Attending training sessions to grow knowledge of products and to develop customer service skills. Resolving phone, walk-in, mail, fax, and email customer inquiries. Processing and logging incoming calls into the CRM system. Identifying customer needs. Forwarding and escalating inquiries to relevant individuals and departments. Contacting customers to give them accurate feedback on the progress of their inquiries. Providing outstanding customer service. Updating customer information as required. Maintaining confidentiality of information.