Customer Service
7 days ago
Role Overview:
As a Customer Service Advocate, you will be the frontline representative for consumer concern/query. Your primary responsibility is to assist customers with non-technical issues related to customer query related to orders, billing, banking , and services. Youll provide timely and effective solutions, ensuring a positive
Key responsibilities:
* Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool
* Walk customers/ Provide navigational support on self service portal
* Place outbound calls to customers when required in line with Client / Company guidelines
* Work productively whilst maintaining exceptional call/data quality standards in line with targets
* Contribute to the team through open and regular communication with peers / supervisors
* Adhere to all company or departmental policies and procedures (personnel and operational)
* Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
* Maintain regular and punctual attendance in line with company policies and procedures
* Minimize customer complaints and escalations by providing exceptional service and call control
Customer Interaction:
o Troubleshooting: Diagnose and resolve non-technical issues reported by customers via phone, chat, or email.
o Active Listening: Understand customer concerns, ask relevant questions, and empathize with their situation.
o Effective Communication: Clearly explain technical concepts to non-technical users.
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