Job Description

- Respond to customer enquiries and requests received via Different channels to address and resolve issues.- Ability to empathize with customers and understand their needs.- Outcall customers to provide information, resolution or seek further information to- Resolve issues based on defined scenarios or client requirements.- Foster positive and lasting relationships with customers by delivering excellent customer service and support.- Investigate and resolve customer complaints or issues promptly and professionally.- Stay updated on product features, updates, and promotions to address inquiries effectively.- Coordinate with other departments to fulfil customer requests or address concerns.- Provide accurate and comprehensive information to customers, ensuring their queries are addressed satisfactorily.- Follow established procedures, guidelines, and scripts to maintain consistency in customer interactions.- Escalate complex issues to appropriate teams or supervisors when necessary.- Achieve best in class First Time-Resolution rates and resolution time for the customer.- Accurately document customer interactions and resolutions in the customer relationship management (CRM) system.- Gather customer feedback on product/service experiences, identifying areas for improvement.- Convey customer insights to the relevant teams to contribute to product or service enhancement.- Ensure adherence to service level agreements (SLAs) and meet quality and productivity targets.- Handle multiple email threads simultaneously, prioritizing tasks effectively. (ref:updazz.com)

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