Call Center Agent-Chat & Call Account

The Customer Service Agent is responsible for providing comprehensive support to customers across multiple communication platforms, including phone, email, and live chat. This role involves addressing inquiries, resolving issues, and enhancing the customer experience by ensuring timely and professional interactions.

Key Responsibilities :

Customer Interaction : Respond to customer questions, complaints, and requests via phone, email, and live chat in a professional and timely manner.

Issue Resolution : Identify customer needs, research issues, and provide appropriate solutions or alternatives to customer concerns.

Product Knowledge : Develop a deep understanding of the company's products and services to answer customer questions accurately.

Documentation : Maintain accurate and comprehensive records of customer interactions, issues, and resolutions within the company's CRM system.

Escalation : Escalate complex issues to the appropriate departments or personnel following established guidelines.

Performance Metrics : Meet or exceed personal and team performance targets, including response times and customer satisfaction scores.

Training : Participate in ongoing training sessions to enhance product knowledge and improve customer service skills.

Collaboration : Work effectively with team members and other departments to ensure consistent and seamless customer support.