Key Responsibilities
1. Customer Interaction & Issue Resolution
- Respond to customer inquiries via phone, email, chat, and social media.
- Troubleshoot product/service-related issues and provide effective solutions.
- Escalate complex issues to senior team members or relevant departments.
2. Ticket/Query Management
- Log, track, and update customer concerns using CRM or ticketing systems.
- Ensure timely responses and follow-ups to meet service level agreements (SLAs).
3. Product & Service Knowledge
- Maintain a strong understanding of company offerings to provide accurate information.
- Communicate product updates, policy changes, and solutions clearly to customers.
4. Customer Satisfaction & Relationship Building
- Deliver empathetic, customer-first interactions.
- Gather customer feedback and help identify recurring issues or improvement areas.
- Contribute to building long-term customer relationships.
5. Documentation & Reporting
- Maintain records of customer interactions and solutions provided.
- Prepare daily/weekly reports on common issues and customer trends.
- Suggest improvements in processes or FAQs to reduce repetitive inquiries.
6. Collaboration
- Coordinate with sales, technical, and operations teams to resolve customer issues.
- Share insights and customer feedback with management to improve service.
