Key Responsibilities:

Handle customer contacts via voice and chat.
Resolve queries efficiently and professionally.
Adhere to all compliance, data protection, and quality requirements.
Accurately document customer interactions.
Take ownership of customer issues through to resolution.
Escalate complex cases when required.

Success Measures:

CSAT and quality scores
Productivity and adherence
First Contact Resolution (FCR)
100% compliance with regulated processes

They are also expected to manage the entire issue management process for clients & ensure necessary follow up actions are taken to resolve customer issues. These professionals are required to have a broad understanding of the products/services of the organization to assist in responding to client queries.

Graduate 0 - 1 year