Job Description
- Respond to customer inquiries via phone, email, chat, and other channels in a timely and professional manner.
- Provide accurate information about products, services, and policies.
- Handle and resolve customer complaints with empathy and efficiency.
- Manage escalation tickets by identifying unresolved or complex issues and escalating them to the appropriate department or senior personnel.
- Track and monitor the progress of escalated cases to ensure timely resolution.
- Maintain detailed records of customer interactions, including escalation logs and records.
- Collaborate with internal teams to improve customer service processes and reduce recurring issues.
- Meet individual and team KPIs, including response time, resolution rate, and customer satisfaction scores.
- Provide feedback and suggestions to improve service quality and customer experience.
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