Answer inbound calls in a more professional manner and provide information about products and services or resolve issue on first contact (FCR)
Identify and assess customers’ needs and provide a solution to delight them
Responsible for assisting customers to process their orders or cancel and capture details in the ticketing system/CRM
Process orders, applications, and forms
Handle complaints, provide appropriate solutions and alternatives in a timely manner
Follow up on customers’ and their complaints; ensuring that customers’ requests are addressed accordingly
Resolve customer complaints via phone, email, live chat, or social media
Keep records of interactions and transactions of customers, keeping records of details of customers’ complaints, inquiries, and comments in the ticketing system/CRM
Build sustainable relationships of trust through open and i...