Customer Care Agent
4 days ago
- Achieve desired customer delight by ensuring satisfactory response to customer interaction.
- Handle customer interactions through ticketing, social media, inbound & outbound voice contact.
- Appropriate escalation of unresolved complaints.
- Update the existing database with changes and status of each customer query/resolution.
- Ensure satisfactory resolution of a variety of issues.
- Interface with respective work center for resolution of complaints.
- Manage resolution of queries/issues.
- Be adequately trained and updated on any changes that take place from time to time.
- Manage service delivery to customers to ensure high customer satisfaction levels and customer retention.
- Determine requirements by working with customers.
- Communicate effectively and clearly.
- Be self-motivated and take initiative.
- Work well with a team and be cooperative.
- Demonstrate empathy and customer service orientation.
- Focus on learning and knowledge enhancement.
- Pay attention to detail and result orientation.
- Answer inquiries by clarifying desired information; researching, locating, and providing information.
- Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Fulfill requests by clarifying desired information; completing transactions; forwarding requests.
- Sell additional services by recognizing opportunities to up-sell accounts; explaining new products.
- Maintain contact center database by entering information.
- Keep equipment operational by following established procedures; reporting malfunctions.
- Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Possess the ability to prioritize, demonstrate good judgment, and display an aptitude for accurate decision making.
- Follow all relevant policies, procedures, and processes for daily work to be carried out in a controlled and consistent manner.
- Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost-effectiveness, and productivity enhancement.
- Promote the implementation and adherence to policies, procedures, processes, and instructions among other employees within the organization.
- Follow daily operations relating to the job to ensure work continuity.
- Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards.
- Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner.
- 0-1 year of relevant experience.
- Bachelor's degree in a relevant field is preferred.
- Master's degree in a relevant field is preferred.
Not Applicable
Employment type:Full-time
Job function:Other
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