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Position Description:

• Good understanding of COPC standards, Contact Center KPIs, and performance metrics, such as SLA, FCR, AHT, CSAT, Quality, and Productivity.

• Handling Inbound / outbound activities professionally.

• Creating Requests & complaints accurately and tunnel it to the assigned department.

• Applying the FCR – First contact resolution during handling the inbound interactions, voice/emails/Livechat/social media.

• Deliver quality customer service for Inbound / outbound customers by responding directly to customer questions, feedback, inquiries, and complaints across all over the touchpoints (IVR, and digital platforms).

• Writing skills to engage with the customers through the digital platforms.

• Escalating the critical cases.

• Conducting CSI surveys on a daily basis if required.

• Performing basic analysis and investigation which related to customer's concerns (upon request).

• Innovatively articulate information and business rules with excellent written and verbal skills.

• Truthfully interactions to questions regarding products and services.

• Professionally assist and influence customers to validate their experience in case of any abnormal complaints that lead the customers to be frustrated.

• Driving Operations Departments to determine viral issues to provide a higher level of customer service.

• Performing any sales surveying or any marketing campaigns within company products and services only (upon request).