- Manage amounts of incoming phone calls and emails. Identify and assess customers needs to achieve satisfaction Provide accurate, valid and complete information by using the right methods/tools (CRM) Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Familiarity with CRM systems and practices 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