- Handle customer queries and concerns effectively through calls and emails (voice and non-voice support).
- Ensure first-contact resolution and customer satisfaction.
- Maintain accurate records of customer interactions in the CRM system.
- Proactively identify customer needs and provide appropriate solutions.
- Escalate complex issues to relevant departments with proper documentation.
- Contribute to process improvement and knowledge sharing within the team.
- Prepare and maintain daily/weekly Excel reports as required.
Key Requirements
- Robust understanding of customer service processes and systems.
- Excellent English communication skills, both verbal and written.
- Strong vocabulary, articulation, and comprehension.
- Experience in both voice and non-voice/email support.
- Proficiency in MS Excel for basic reporting and data management.
- Strong problem-solving ability with attention to detail.
- Flexibility to work in rotational shifts.
Preferred Attributes
- Exposure to CRM tools such as Zoho Desk.
- Experience handling both B2C and B2B customers.
- Quick learner with the ability to adapt to changing business requirements.