Summary of the Role

The Customer Care Representative will respond to customer inquiries via telephone, email, SMS, and chat to provide problem resolution in accordance with the organization’s service standards. Responsibilities include handling routine calls, addressing service needs and complaints, and directing inquiries to technical/service areas when necessary. The role requires maintaining detailed and current knowledge of the company’s or assigned client’s products and services, analyzing customer service needs, and communicating with relevant departments as needed.

Key Responsibilities

• Respond to customer inquiries and provide resolutions through multiple channels (phone, email, SMS, and or chat).
• Handle routine calls and elevate complex issues when necessary.
• Maintain accurate knowledge of products, policies, and procedures.
• Navigate computerized data entry systems and client applications.