Key Responsibilities Serve as the first point of contact for customers through phone email or chat Understand customer needs and provide accurate information or solutions Handle and resolve customer complaints or issues in a timely manner Maintain customer records logs and updates in CRM tools Follow up with customers to ensure their concerns are resolved Escalate complex issues to the appropriate internal departments Maintain a positive empathetic and skilled attitude with customers at all times Meet performance metrics including response time resolution time and customer satisfaction CSAT Provide feedback on recurring issues to improve processes and customer experience