Role Overview
We are seeking an experienced Customer Service Agent to join our team. The ideal candidate will have a proven track record of delivering exceptional customer experiences, handling complex queries, and maintaining high service standards across multiple channels.
Key Responsibilities
- Respond promptly to customer inquiries via phone, email, chat
- Resolve complaints efficiently, ensuring customer satisfaction and adherence to SLAs.
- Provide accurate information about products, services, and policies.
- Maintain detailed records of customer interactions in CRM systems.
- Collaborate with internal teams to address escalations and ensure timely resolution.
- Identify opportunities for process improvements and contribute to service excellence initiatives.
- Meet or exceed performance metrics such as FRT (First Response Time), AHT (Average Handling Time), and CSAT/NPS scores.
Required Skills & Qualifications
- Experience: Minimum 24 years in customer service (preferably in international BPO, Outbound dialling experience)
- Strong communication skills (verbal and written).
- Proficiency in CRM tools and MS Office.
- Ability to handle high-volume queries and multitask effectively.
- Problem-solving and conflict resolution skills.
- Knowledge of SLA management and escalation procedures.
- Fluency in [languages required, e.g., English + regional language].
- Willing to do night shift 11:30- 08:30 am shift
Preferred Skills
- Experience in omnichannel support (voice, email, chat, WhatsApp).
- Familiarity with ticketing systems and knowledge bases.
- Analytical skills for interpreting customer feedback and trends.
Education
- Graduate in any discipline (preferably Business, Commerce, or related fields).
Benefits
- Competitive salary and performance incentives.
- Health insurance and other benefits.
- Opportunities for career growth and skill development.
