Roles & Responsibilities:

1. Handle High Call Volumes

- Manage a large volume of inbound and outbound calls daily in a professional and timely manner.

- Ensure prompt responses to customer inquiries and concerns.

- Maintain call logs and records accurately for future reference.

2. Customer Support and Query Resolution

- Provide support and solutions to customer queries, complaints, and requests.

- Offer information about products, services, policies, and procedures.

- Resolve customer issues effectively while maintaining a positive customer experience.

3. Problem-Solving and Conflict Resolution

- Identify and assess customer needs to provide accurate and appropriate solutions.

- Handle escalations with patience and professionalism, ensuring a satisfactory resolution.

- Collaborate with internal teams to address complex customer concerns.

4. Communication and Language Proficiency

- Exhibit strong verbal and written communication skills in English.

- Communicate clearly and confidently, ensuring customers understand the provided solutions.

- Maintain a professional and courteous tone at all times.

5. Time Management and Multitasking

- Prioritize tasks effectively to handle multiple customer interactions.

- Work efficiently under pressure in a fast-paced environment.

- Meet performance targets, including call handling time, customer satisfaction, and resolution rates.

6. Documentation and Reporting

- Maintain accurate and detailed records of customer interactions, issues, and resolutions.

- Prepare reports on customer feedback, call trends, and recurring issues.

- Suggest process improvements based on customer interactions.

Requirements:

- Experience: Prior experience in a call center or customer-support role is required.

- Communication Skills: Excellent written and verbal communication in English is essential.

- Problem-Solving Abilities: Strong analytical skills to resolve customer issues efficiently.

- Multitasking and Time Management: Ability to handle multiple tasks and manage workload effectively.

- Technical Proficiency: Basic computer skills and familiarity with CRM software is a plus.

- Interpersonal Skills: Ability to build and maintain positive relationships with customers.