- 2-10 years of Experience
- Handle inbound/outbound calls queries with professionalism and empathy.
- Understand and resolve customer issues within defined SLAs.
- Escalate complex issues to senior specialists/team leads when needed.
- Document interactions accurately in the CRM system.
- Meet KPIs: first contact resolution, response time, quality score, and CSAT.
- Mandatory Adhere to shift schedules, especially during US business hours (night shift).
Role Purpose:
- Provide high-quality support via voice process customers/internal stakeholders. Ensure quick resolution, excellent communication, and a positive service experience.