Role & responsibilities
Respond to customer inquiries via phone, email, chat, and other support channels.
Resolve customer complaints and provide appropriate solutions within defined timelines.
Accurately document customer interactions and update records in CRM systems.
Escalate complex issues to relevant departments when necessary.
Follow up with customers to ensure issues are resolved satisfactorily.
Maintain thorough knowledge of products, services, processes, and company policies.
Meet established service level agreements (SLAs), quality standards, and productivity targets.
Identify recurring customer concerns and provide feedback for process improvements.
Collaborate with internal teams to enhance customer satisfaction and service delivery.
Adhere to company policies and data privacy guidelines.