Posted:4 hours ago|
Platform:
Work from Office
Full Time
The Customer Support Agent is responsible for managing all incoming customer calls,
ensuring prompt and effective resolution of customer concerns while maintaining service
quality. Additionally, agents must identify and act upon sales or lead-generation
opportunities that arise during interactions.
• Handle inbound customer calls promptly and professionally.
• Understand and resolve customer concerns effectively within defined timelines.
• Ensure high customer satisfaction through clear communication and quality service.
• Identify potential sales or lead-generation opportunities during customer interactions.
• Promote relevant products or services and fulfill sales requirements when applicable.
• Document all call details, actions taken, and resolutions accurately in the CRM system.
• Adhere to all process guidelines, quality standards, and compliance requirements.
• Collaborate with team members and supervisors to improve overall service delivery.
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Customer Satisfaction Score (CSAT)
• Quality Audit Score
• Lead Conversion Rate
• Adherence & Attendance
• Maintain a customer-first attitude at all times.
• Display strong communication and problem-solving skills.
• Work effectively under pressure and manage time efficiently.
• Demonstrate teamwork and professional conduct in all interactions.
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