Senior Customer Care Agent (Email & Live Chat)

Primary Responsibilities:

• Respond to customer inquiries via phone, email, Live chat, or social media in a timely and professional manner.
• Provide accurate and comprehensive information about products, services, and company policies.
• Resolve customer complaints and issues, ensuring that they are handled with care and resolved effectively.
• Capable of handling complex cases and providing solutions in accordance with standard operating procedures (SOPs).
• Escalate complex or unresolved issues to higher-level support or management as needed.
• Maintain accurate records of customer interactions, transactions, comments, and complaints.
• Collaborate with other departments, such as sales, after sales , 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.