You will answer incoming calls, emails, and chat from Customers to respond to billing and

product inquiries, and manage complaints, troubleshoot customer service problems, and

provide general information.

You will be a member of the primary contact team for Customers and will be responsible for

assisting them with their query, request, and complaints. You will also inform the customers

about various other relevant products, ways to self-service and how to find information

online or mobile app, all this while projecting a professional image through voice and online

interactions.

Customer Service Agent Job Responsibilities and Duties:

• Answer incoming calls, respond to emails and chats

• Explain company’s features, products, and services

• Make billing adjustments in accordance with company policies

• Assist customers with service or feature modifications on account

• Respond to any disruption of service issues

• Open trouble ticket depending on the nature of the service issue

• Analyse, isolate and diagnose customer service trouble

• Route ticket to appropriate department for resolution

• Provide existing trouble ticket status to customers

• Coordinate customer premise visit with on-ground team

• Escalate customer complaints in accordance with company polices

• Apply card payments, funds transfer & check payments to customer accounts

• Respond to any customer general inquiries and

• Redirect calls not related to the Services

Customer Service Agent Qualifications and Skills

• Bachelor’s degree

• Proficient in relevant computer applications and systems

• 0-2 years of experience in a call centre environment

• Knowledge of customer service practices and principles

• Professional phone etiquette

• Exceptional listening and conflict resolution skills

• Excellent data entry and typing skills

• Superior listening, verbal, and written communication skills

• Ability to handle stressful situation appropriately

• Willingness to co-operate with others and work to team and business goals

• Working availability during operational hours and working to a rotating roster.

Weekend and evening work will be required