Description / Requirements

DUTIES AND RESPONSIBILITIES:

 Understand customer enquiries and respond via applicable channels: email, chat, and

call backs.

 Understand customer enquiries and ensure they are answered or routed

through the appropriate support channel.

 Manage customer escalations and ensure that these are answered, tracked, and

escalated as required.

 Perform all procedures accurately, including following client’s documented call flows,

work processes, data entry requirements, and complaint management processes.

 Ensure all SLAs are met accordingly.

 Demonstrate a strong customer service orientation and take responsibility to ensure

customers are satisfied.

 Provide a high level of professionalism and competent customer service.

 Able to communicate effectively with customers in a friendly and polite manner

following the client’s processes.

 Able to read, write, and speak fluently and spontaneously in both English and,

for native speakers, in their native language.

Qualifications:

 Bachelor’s degree in any field

 Minimum 1 year of experience in customer service, outbound calls, emails, and

live chats.

 Can work on a rotational shift and on a weekend.

 Knowledge in social media platforms.