Customer Service

Role Overview:

As a Customer Service Advocate, you will be the frontline representative for consumer concern/query. Your primary responsibility is to assist customers with non-technical issues related to customer query related to orders, billing, banking , and services. Youll provide timely and effective solutions, ensuring a positive

Key responsibilities:

* Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool

* Walk customers/ Provide navigational support on self service portal

* Place outbound calls to customers when required in line with Client / Company guidelines

* Work productively whilst maintaining exceptional call/data quality standards in line with targets

* Contribute to the team through open and regular communication with peers / supervisors

* Adhere to all company or departmental policies and procedures (personnel and operational)

* Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process

* Maintain regular and punctual attendance in line with company policies and procedures

* Minimize customer complaints and escalations by providing exceptional service and call control

Customer Interaction:

o Troubleshooting: Diagnose and resolve non-technical issues reported by customers via phone, chat, or email.

o Active Listening: Understand customer concerns, ask relevant questions, and empathize with their situation.

o Effective Communication: Clearly explain technical concepts to non-technical users.