Senior Customer Care Agent (Email & Live Chat)
Salary undisclosed
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Primary Responsibilities:
- Respond to customer inquiries via phone, email, Live chat, or social media in a timely and professional manner.
- Provide accurate and comprehensive information about products, services, and company policies.
- Resolve customer complaints and issues, ensuring that they are handled with care and resolved effectively.
- Capable of handling complex cases and providing solutions in accordance with standard operating procedures (SOPs).
- Escalate complex or unresolved issues to higher-level support or management as needed.
- Maintain accurate records of customer interactions, transactions, comments, and complaints.
- Collaborate with other departments, such as sales, after sales , and marketing, to ensure a smooth customer experience.
- Stay up-to-date with company products, services, and policies to provide accurate information to customers.
- Meet or exceed performance targets, including response time, resolution time, and customer satisfaction ratings.
- Actively contribute to continuous improvement initiatives by providing customer feedback and suggesting enhancements to processes or products.
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