Customer Interaction & Service

• Handle High Volume Communication: Answer or make a high volume of inbound and/or outbound calls and manage correspondence across other channels (e.g., email, chat) professionally and efficiently.
• Provide Product Expertise: Offer accurate, detailed information about products, services, policies, and account status to customers.
• Complaint Resolution: Actively listen to customer complaints, show empathy, and work to resolve issues and de-escalate conflicts to ensure satisfaction.
• Order Processing: Process orders, payments, cancellations, returns, and refunds, ensuring transactional accuracy.

Problem Solving & System Management

• Systematic Troubleshooting: Diagnose and resolve customer problems, from technical issues and billing disputes to shipping errors, often utilizing scripts and internal knowledge bases.
• Documentation: Accurately log all customer interactions, outcomes, and follow-up actions in the CRM (Customer Relationship Management) system or call center database.
• Escalation Management: Identify complex or unresolved issues and efficiently route or escalate them to specialized support teams or supervisors.

Performance & Improvement

• Meet Performance Targets: Consistently meet or exceed individual Key Performance Indicators (KPIs), such as First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) scores.
• Continuous Learning: Attend regular training to stay current on product knowledge, company policies, and system updates.
• Feedback Advocacy: Collect and report recurring issues or customer feedback to management and product teams to drive process and product improvements.