Handle inbound and outbound customer calls professionally.
Understand customer requirements and provide accurate solutions.
Resolve customer queries, complaints, and service-related issues.
Maintain a polite, skilled, and empathetic approach.
Follow defined SOPs, scripts, policies, and compliance guidelines.
Escalate complex issues to the appropriate department or Team Leader.
Record customer interactions accurately in CRM/ticketing systems.
Maintain valuable product, process, and policy knowledge.
Meet assigned KPI/SLAs, quality, productivity, and customer-satisfaction targets.
Handle difficult or irate customers calmly and professionally.
Maintain confidentiality of customer information.
Work effectively in a team and support business requirements.