Responsibilities

• Manage Overall inbound/outbound Calls, Email, Chat & Tickets (Internal & External)within the set TAT.
• Follow-up and update the (WIP/Pending cases).
• Follow communication “scripts” when handling different topics.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Seize opportunities to outcall and query closure when they arise.
• Build sustainable relationships and engage customers by taking the extra mile.
• Maintain Overall conversations in the database in acomprehensible way.
• Work on Feedback to improve knowledge and performance level.
• Meet personal/team qualitative/quantitative, Response Time, CSAT & AHT targets.

Requirements and skills

• Minimum 1 Year experience in a customer support role with Graduation Degree.
• Track record of Targets and achievements.
• Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM/Ticketing systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.