
Customer Care Specialist
2 days ago
About the job Customer Care Specialist
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 by attending 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 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).
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