Roles and Responsibilities – Customer Service Agent
Provide an outstanding customer experience while consistently meeting or exceeding key performance metrics, including productivity, first response times, average handling time, quality scores, schedule adherence, maintain robust proficiency in process knowledge.
Ownership of Issue Resolution
Agent is the primary owner of every service event (phone/webforms) and holds full accountability for event resolution, ensuring the customer’s issue is completely resolved and accurately documented from the time of creation until full resolution and accurate closure.
Support functions (ENS, Shift Lead, QA, TL, etc.) act only as a secondary support function and never replace Agent ownership.
In case of any miss, error, complaint, or audit finding, the Agent is always the first person held responsible.
Follow-Ups
Agent must take ownership of all promised follow-ups for service events (phone/webforms) until they are completed and accurately updated.
Track and manage the follow-up schedule to ensure timely execution of all commitments to the customer.
Ensure all updates and progress are accurately documented in the system.
In case of any missed follow-up, the Agent is the primary person responsible; Support functions (ENS, Shift Lead, QA, TL, etc.) act only as a secondary support function and never replace Agent ownership.
Quality & Compliance
Deliver interactions that consistently meet or exceed quality expectations.
Ensure full adherence to process guidelines, standard operating procedures, and quality standards.
Accurately document all service events; incomplete or incorrect documentation is the Agent’s accountability.
Productivity & Efficiency
Achieve and maintain productivity targets for service events (phone/webforms).
Maintain response times and handling durations within defined service levels without compromising quality or ownership.
Schedule Adherence & Attendance
Consistently maintain Schedule Adhere