Job Description

Key Responsibilities

• Handle customer interactions across voice, chat, and email channels in a timely and professional manner.
• Assist customers with queries related to orders, deliveries, returns, refunds, exchanges, payments, product information, promotions, and account management.
• Deliver a consistent, high-quality customer experience by understanding customer needs and providing accurate resolutions.
• Strive to resolve customer concerns during the first interaction wherever possible.
• Maintain accurate and detailed records of all customer interactions using CRM and internal systems.
• Escalate complex or unresolved issues to the appropriate teams while ensuring timely follow-up.
• Meet or exceed individual and team targets for Customer Satisfaction (CSAT), Quality, Productivity, Service Levels, and Compliance.
• Stay updated on products, policies, promotions, and process changes to provide accurate information.
• Collaborate effectively with internal departments to ensure seamless issue resolution.
• Adhere to company policies, data security standards, and attendance requirements.

Required Skills

• Excellent verbal and written communication skills in English.
• Strong customer service mindset with empathy and professionalism.
• Ability to communicate confidently across voice, chat, and email channels.
• Strong problem-solving and decision-making skills.
• Excellent typing speed and computer proficiency.
• Ability to multitask and navigate multiple applications simultaneously.
• Strong attention to detail and accuracy.
• Adaptability to work in a fast-paced, dynamic environment.
• Team player with a positive attitude and willingness to learn.

Set departmental goals, manage budgets, lead cross-functional teams, and ensure compliance with policies.

Higher Education Diploma with 0 - 2 years of relevant experience