Key Responsibilities:
Handle inbound calls, emails, and chats to address customer queries and concerns.
Provide accurate information about products, services, and policies.
Troubleshoot basic technical issues and offer step-by-step solutions.
Maintain detailed and updated records of customer interactions in CRM systems.
Follow up with customers to ensure their issues are resolved and satisfaction is achieved.
Escalate complex cases to the appropriate departments when necessary.
Meet daily/weekly performance metrics such as response time, resolution time, and customer satisfaction.
Collaborate with team members to improve service quality and processes.