About this role
Customer Service & Support Handle customer enquiries, requests, and complaints in a professional and timely manner.
Provide accurate information about products, services, policies, and procedures.
Identify customer needs and offer appropriate solutions or alternatives.
Escalate complex cases to the relevant departments when necessary. Call Handling & Case Management Answer inbound calls and make outbound follow-up calls as required.
Log interactions and update case records accurately in the CRM system.
Ensure adherence to standard operating procedures and workflow guidelines.
Follow up on pending issues to ensure timely resolution. Quality & Performance Meet or exceed key performance indicators (KPIs), such as call handling time, customer satisfaction, and service level targets.
Maintain high-quality service through active listening, empathy, and problem-solving.
Participate in training to stay updated on product knowledge, system updates, and service standards. Communication & Collaboration Communicate clearly with customers and internal stakeholders.
Work closely with supervisors and team members to improve service quality.
Provide feedback on common issues or process gaps to help improve customer experience. Skills & Competencies Strong communication and interpersonal skills
Excellent problem-solving and conflict resolution abilities
Ability to multitask and manage time effectively
Customer-oriented attitude with patience and empathy
Proficiency in contact centre systems, CRM tools, and basic computer applications
Ability to work in a fast-paced, high-volume environment
Team player with a positive, professional attitude