- Handle inbound customer queries and concerns through voice (85%) and email (15%) channels, ensuring prompt and effective resolution.
- Adhere to and consistently meet the contractual Service Level Agreements (SLAs) set by the organization.
- Strong problem-solving and analytical skills, with the ability to identify and resolve complex issues.
- Proficiency in using relevant customer support tools and applications.
- Experience in a customer-facing role, preferably in a contact center or customer support setting.
- Knowledge of industry-specific products, services, and processes.