Customer Service Agent

Answer Incoming Customer Calls

• Handle a high volume of incoming calls professionally and efficiently.
• Greet customers courteously and listen actively to understand their concerns or queries.
• Resolve Customer Inquiries and Issues
• Address questions related to products, services, billing, account information, or order status.
• Troubleshoot and resolve customer issues during the first call whenever possible (First Call Resolution).

Provide Accurate and Timely Information

• Offer correct information based on company policies, procedures, and product knowledge.
• Escalate complex issues to the appropriate department or supervisor when necessary.
• Maintain Detailed Call Records
• Document customer interactions, inquiries, feedback, and complaints accurately in the CRM or call management system.

Follow Communication Protocols and Guidelines

• Use predefined scripts or guidelines as needed while maintaining a natural and helpful tone.
• Adhere to company policies, confidentiality standards, and call center protocols.

Promote Customer Satisfaction

• Ensure a positive customer experience by showing empathy, patience, and professionalism.
• Take ownership of customer issues until they are fully resolved.

Provide Feedback for Service Improvement

• Identify trends in customer calls and report common issues to supervisors or the quality team.
• Suggest improvements in processes or FAQs to reduce repeat calls.

Meet Performance Metrics

• Achieve targets such as Average Handling Time (AHT), Customer Satisfaction Score (CSAT), Call Quality, and Adherence to Schedule.

Stay Updated on Products and Services

• Regularly attend training sessions and updates to stay informed about product changes, promotions, or policy updates.

Support Team Collaboration

• Work closely with other team members and departments to ensure seamless service delivery.