Job Title: Customer Care Agent

Job Purpose

Responsible for promptly addressing incoming customer calls and resolving customer inquiries and tickets by applying company guidelines. Redirecting calls to higher authorities when required. Serving as the primary point of contact for product-related concerns, demonstrating a dedicated commitment to ensuring customer satisfaction and exhibiting the capacit to make prompt, precise decisions.

Key Duties

1          Answering Incoming Calls

2          Handling Outbound Calls

3          Handling Inquiries

4          Customer Satisfaction

5          Problem Solving

Main Responsibilities

1          Deliver exceptional support and superior service across various communication channels, including both voice and non-voice methods.

2          Adhere to established guidelines meticulously to guarantee the delivery of an outstanding customer experience.

3          Managing customer inquiries in accordance with Standard Operating Procedures (SOPs).

4          Respond to incoming customer calls promptly and take necessary actions based on the nature of each call.

5          Ensure high levels of customer satisfaction for both internal and external customers, aiming for continuous enhancement of phone-based service delivery in alignment with company policies.

6          Sustain customer satisfaction ratings in accordance with the specific criteria established by the company.

7          Deliver top-tier, personalized customer service with a friendly and amiable approach, ensuring a highly tailored experience for each individual.

8          Create and cultivate customer interest in the company's services and products by highlighting their value and benefits effectively.

9          Address problems by clarifying issues, researching answers and alternative solutions, and taking necessary actions to resolve them. If issues persist, escalate them to the relevant channels for further attention.

10        Addresses inquiries by confirming necessary information, completing transactions, and forwarding requests as necessary

11        Uses delegated authority to make decisions within specified monetary limits in order to resolve customer issues and complaints.

12        Participate in required training sessions to stay informed about any updates or modifications in product specifications or company policies.

13        Consistently meet or surpass individual targets and Key Performance Indicators (KPIs), comprehending their significance and influence on the overall team performance.

14        Guarantee the non-disclosure of any confidential company or customer information obtained, refraining from sharing it with unauthorized individuals or entities.

15        Adhere to and execute the policies and procedures established by the company to ensure smooth operations and compliance.

16        Execute defined and communicate approved IT security processes

17        Report security events or potential events or other security breaches to the Information Security Officer

18        Execute decision making hierarchy efficiently and effectively

19        Commit and adhere to information security policies and procedures

20        Implementation of information security policies in general and of HR department in particular

21        Willing to undertake any task as directed by the department head.

Qualifications

1          1-2 Years’ experience

2          Bachelor’s in Business or related field

3          Good command of English

Key Competencies

1          Communications Skills

2          Self-motivated

3          Business Acumen

4          Work Under Pressure

5          Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands

6          Business writing skills  

7          Available for 24/7 shifts.