Job Description
Start: asap
DUTIES AND RESPONSIBILITIES:
- Handle incoming customer inquiries (via phone, email, chat, or automated alerts) and address user needs efficiently
- Record call details in the call management system, ensuring timely responses and resolutions within the agreed SLA
- Maintain up-to-date knowledge of services and products, particularly those tailored to individual customer applications
- Escalate any potential service issues to the senior team members, as needed.
- Adhere to all project processes and procedures
- Ensure compliance with the contractual SLA
- Provide coverage for other Agents in their absence, whether within the same team or across different teams
- Collaborate with the team on specific projects, when requested
- Fulfill administrative responsibilities, including managing holiday, sickness, and overtime records
- Participate in regular team meetings
- Perfor...