CX Agent

Department:

Reports to: Team Lead

Job Summary:

Customer Service Agent

communication skill, process adherence, and emotional intelligence

Key Responsibilities:

• Handle inbound and/or outbound customer interactions via phone, chat, and email.
• Respond to customer queries, requests, or complaints in a timely and courteous manner.
• Accurately identify the issue and provide appropriate resolution within defined TAT and quality standards.
• Ensure all communication is aligned with brand tone, empathy standards, and compliance norms.
• Maintain a high level of professionalism, patience, and positivity in every interaction.

Service Excellence & First Contact Resolution

• Aim for First Contact Resolution (FCR) by understanding root causes and resolving queries end-to-end.
• Escalate complex or policy-driven cases to higher levels with detailed documentation.
• Follow up proactively where resolution requires extended time or inter-departmental coordination.
• Contribute to improving customer satisfaction (CSAT) and Net Promoter Score (NPS) through consistent delivery quality.

Process Adherence & Quality

• Comply with all process SOPs, scripts, and policy guidelines.
• Maintain accurate documentation in CRM or ticketing tools after each interaction.
• Adhere to schedule, attendance, and productivity metrics as per WFM guidelines.
• Participate in calibration sessions and quality feedback reviews to ensure consistency.

Reporting & Feedback

• Update tickets or cases with complete notes and resolution status.
• Report recurring issues, policy gaps, or system errors to supervisors for corrective action.
• Provide customer insights that may aid in improving products, policies, or FAQs.

Continuous Learning

• Stay updated on product/service updates, process changes, and new tools.
• Attend regular training and refresher programs to improve communication and system handling.
• Adopt AI-assisted support tools (chat summarizers, sentiment prompts, or knowledge bots) for faster and more accurate responses.

Required Skills:

• Excellent verbal and written communication skills.
• Strong active listening and empathy skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Basic proficiency in

  CRM and ticketing systems

  (Salesforce, Zendesk, Freshdesk, etc.).
• Strong problem-solving aptitude and logical thinking.
• Flexibility to work in rotational shifts, weekends, and holidays as required.

Qualifications:

• Bachelors degree in any discipline (or equivalent).
• 0 -3 years of experience in

  customer service contact center helpdesk

  roles.
• Experience handling voice, email, or chat channels preferred.
• Fresh graduates with excellent communication and service orientation may also apply.