1. Customer Handling: Handle customer queries and complaints through voice calls, chat, email, and Whats App with professionalism and empathy.
2. Query Resolution: Understand customer concerns, provide accurate information, resolve issues within defined SLA/TAT, and ensure a positive customer experience.
3. Communication Skills: Demonstrate excellent English communication, typing, grammar, comprehension, and active listening skills across voice and non-voice channels.
4. Process & Compliance: Follow defined SOPs, quality standards, data-security guidelines, and escalation procedures while maintaining accurate customer records.
5. Performance & Flexibility: Achieve CSAT, QA, AHT, FCR, productivity, and response-time targets and be comfortable working in rotational shifts, including weekends/holidays, as required.