Junior Customer Care Agent (Email & Live Chat)

Primary Responsibilities:

• Respond to customer inquiries via phone, email, chat, or social media in a timely and professional manner.
• Provide accurate and comprehensive information about products, services, and company policies.
• Capable of handling complaint cases effectively or escalating them to the SME or Team Leader to ensure issues are resolved with care and in a timely manner.
• Maintain accurate records of customer interactions, transactions, comments, and complaints.
• Collaborate with other departments, such as sales, aftersales, and marketing, to ensure a smooth customer experience.
• Stay up-to-date with company products, services, and policies to provide accurate information to customers.
• Meet or exceed performance targets, including response time, resolution time, and customer satisfaction ratings.
• Actively contribute to continuous improvement initiatives by providing customer feedback and suggesting enhancements to processes or products.