Customer Care Specialist - (H-719)

Job Description:

• Answer all incoming calls, emails and chats promptly and professionally, addressing inquiries and resolving issues in a timely manner with 70% first-call resolutions and within decided call resolution times.
• Handle customer complaints and concerns with empathy, patience and professionalism, striving to resolve issues efficiently and to the customer's satisfaction, achieving customer feedback of 80% or above.
• Systematically understand and clearly document technical issues and assist customers with product-related challenges, escalating complex cases to senior team members when needed, keeping customers properly informed.
• Accurately document all customer interactions, including concerns, resolutions and feedback.
• Stay informed about product updates, attend all related training programs, to provide accurate and helpful information to customers.
• Act as a point of contact for all customer issues and assign priority as per the decided SOPs.
• Ensure that escalated cases are handled efficiently, following up as needed to ensure customer satisfaction.
• Identify opportunities to improve existing processes and procedures to enhance overall efficiency and customer experience.
• Engage with customers to proactively identify their needs and offer solutions that drive satisfaction while also addressing repeated issues and flows that are confusing for customers.
• Continuously improve personal skills and knowledge by participating in training programs.

Education and Experience:

• Bachelor's degree (minimum requirement). BBA/BBIT, BCom (H), BSc/BS (H), BCom/BA.
• 1.5+ Years of relevant experience (Call Centre Experience will be preferred)