Description:
Handle large volumes of inbound and/or outbound calls, emails and WhatsApp in a professional and efficient manner.
Provide accurate information regarding products, services, policies, and procedures.
Actively listen to customers’ concerns, identify their needs, and offer appropriate solutions.
Manage customer complaints, escalate complex issues to the relevant department, and ensure timely resolution.
Document customer interactions, transactions, feedback, and complaints accurately in the system.
Meet or exceed daily/weekly/monthly performance targets such as call handling time, customer satisfaction scores, and first-call resolution.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Follow communication scripts, guidelines, and company policies during interactions.
Keep up to date with product knowledge, service updates, and call canter best practices.
Adhere to schedule and attendance require...