Job Description

- Respond to customer enquiries and requests received via Different channels to address and resolve issues.

- Ability to empathize with customers and understand their needs.

- Outcall customers to provide information, resolution or seek further information to

- Resolve issues based on defined scenarios or client requirements.

- Foster positive and lasting relationships with customers by delivering excellent customer service and support.

- Investigate and resolve customer complaints or issues promptly and professionally.

- Stay updated on product features, updates, and promotions to address inquiries effectively.

- Coordinate with other departments to fulfil customer requests or address concerns.

- Provide accurate and comprehensive information to customers, ensuring their queries are addressed satisfactorily.

- Follow established procedures, guidelines, and scripts to maintain consistency in customer interactions.

- Escalate complex issues to appropriate teams or supervisors when necessary.

- Achieve best in class First Time-Resolution rates and resolution time for the customer.

- Accurately document customer interactions and resolutions in the customer relationship management (CRM) system.

- Gather customer feedback on product/service experiences, identifying areas for improvement.

- Convey customer insights to the relevant teams to contribute to product or service enhancement.

- Ensure adherence to service level agreements (SLAs) and meet quality and productivity targets.

- Handle multiple email threads simultaneously, prioritizing tasks effectively.