Customer Care Agent - Inbound

Our customer care department is looking for agents to provide customer care and customer service support to the organization.

Key Tasks

Resolve customer care queries and complaints:

• Respond to customer’s service requests.

• Acknowledge customer complaints.

• Verify existing members portfolios.

• Establish customers’ needs.

• Clarify information.

• Build customer relationships.

• Liaise between departments to resolve difficult and/or unusual situations.

Compile stats for metric reports:

• Keep record of training registers.

• Prepare and distribute reports and checklists.

• Check and update daily stats.

• Track invoice submissions and POPs.

Conduct general administrative duties:

• Prepare, generate and distribute periodic reports.

• Provide departmental back-up and back-log support.

• Implement and adhere to policies and procedures.

• Maintain accurate records of customer interactions, transactions, comments and complaints.

• Maintain high standard of product knowledge.

• Perform other duties as assigned by management.

Complete “Today’s Work Today”

• Open and action-assigned tickets.

• Respond to live inquiries in real-time.

• Address backlog queries and pending’s.

• Close or pend TWT.