Roles and Responsibilities:
- Handle inbound and outbound customer calls in a skilled and courteous manner
- Resolve customer queries, issues, and complaints effectively and promptly
- Provide accurate information about products/services, company policies, and procedures
- Record all interactions and follow-up actions in the CRM system
- Meet individual and team performance metrics (e.g., call handling time, customer satisfaction)
- Escalate unresolved or complex queries to the appropriate departments
- Stay up-to-date with product knowledge, system updates, and process changes
- Maintain a positive and empathetic attitude toward customers at all times
- Ensure compliance with company standards, security policies, and confidentiality agreements
- Work in rotational shifts, including weekends and holidays if required