Handle customer inquiries, complaints, and service requests across phone, email, chat, and social platforms. Ensure accurate information delivery, issue resolution, and consistent service standards.
Key Responsibilities
1. Customer Interaction
- Respond to customer inquiries in a timely and professional manner.
- Provide accurate information about products, services, orders, and policies.
- Handle complaints and resolve issues within defined service levels.
- Escalate complex cases to relevant departments.
2. Order & Account Support
- Assist customers with order placement, tracking, returns, and exchanges.
- Update customer accounts and maintain accurate records.
- Coordinate with operations, logistics, or sales teams when required.
3. Documentation & Reporting
- Log all interactions in CRM or support system.
- Maintain proper case documentation.
- Prepare daily or weekly support reports when required.
4. Service Quality
- Follow company service standards and communication guidelines.
- Identify recurring issues and report patterns to management.
- Maintain confidentiality of customer and company data.
Required Qualifications
- Diploma or Bachelor's degree in any field.
- 13 years experience in customer service or call center role.
- Strong verbal and written communication skills.
- Basic proficiency in MS Office and CRM systems.
Core Competencies
- Clear communication.
- Problem-solving ability.
- Patience and composure under pressure.
- Attention to detail.
- Time management and multitasking ability.
Reporting Line
Reports to Customer Service Supervisor or Operations Manager.
