Associate - Customer Care - Non - Voice 5A
Core
Handle incoming customer queries via phone, email, chat, or social media to provide accurate information and resolve complaints.
Role type
Associate Customer Care Representative (Non-Voice)
Builds
Customer support interactions and retention for global enterprises
Domain
Customer Service / Contact Center
Deliverable
client delivery
Required skills
Customer Care, English (Elementary - A2), Data Entry, Issue Resolution, Process Adherence, Quality Assurance, Customer Retention, Feedback Collection
Preferred skills
CCSR, CDP, ITIL Foundation, Professional Customer Service, Supply Chain Design
Technologies
CRM systems, Databases
Responsibilities
Handle incoming customer queries via phone, email, chat, or social media; Provide accurate and timely information regarding products, services, or policies; Resolve customer complaints efficiently and escalate issues when necessary; Follow standard operating procedures (SOPs) and company guidelines; Maintain documentation and update customer records accurately in the CRM or relevant databases; Analyze customer problems and provide appropriate solutions or alternatives; Coordinate with other departments like technical support, billing, or logistics for issue resolution; Ensure high-quality customer interactions by adhering to quality standards; Accurately enter and maintain customer data; Prepare reports on customer feedback, issues, and service efficiency; Identify opportunities to upsell or cross-sell products or services; Gather customer feedback and relay it to relevant teams for product or process improvement; Suggest improvements in customer service processes based on customer interactions.
