The Customer Service Representative (Voice) is primarily responsible for providing exemplary customer service support in accordance with defined service level requirements. The role involves ensuring adherence to call quality and quantitative standards to effectively address customer care needs and promptly resolve issues.
- Handle incoming customer inquiries and issues via voice calls in a professional and courteous manner.
- Provide accurate information and assistance to customers regarding products, services, policies, and procedures.
- Effectively navigate internal systems and databases to retrieve relevant customer information and update records as necessary.
- Identify and escalate priority issues to appropriate channels for resolution, ensuring timely and satisfactory outcomes for customers.
- Meet or exceed performance metrics, including call quality, average handling time, and customer satisfaction scores.
- Continuously strive to enhance personal knowledge and skills to better serve customers and contribute to overall team success.
- Adhere to company policies and procedures, as well as compliance regulations, in all customer interactions.
1. Excellent English communication and interaction skills.
2. Ability to work in shifting schedules and onsite setup. (Day, Mid, Night Shifts)
3. Minimum of 1 year experience as a Customer Service Representative.
4. Open to candidates with relevant work experience, even if undergraduate.