Call Centre
Handle inbound and outbound customer calls, emails, and chat support.
Resolve customer queries, complaints, and service requests within defined SLAs.
Maintain accurate records of customer interactions in CRM systems.
Escalate complex issues to relevant departments and ensure timely resolution.
Monitor call quality and maintain high customer satisfaction scores.
BIS
Maintain and update customer databases and CRM systems.
Generate daily/weekly/monthly performance reports.
Analyze call centre metrics
Identify trends and provide actionable insights to improve operations.
Support automation and system enhancement initiatives.
CEX
Track and improve customer satisfaction
Map customer journeys and identify pain points.
Coordinate with cross-functional teams to enhance customer experience.
Implement feedback mechanisms and process improvements.
Drive initiatives to improve service quality and customer retention.