Customer Care Specialist

Job Description:

• Answer all incoming calls, emails and chats promptly and professionally, addressing inquiries and resolving issues in a timely manner with 70% first-call resolutions and within decided call resolution times.
• Handle customer complaints and concerns with empathy, patience and professionalism, striving to resolve issues efficiently and to the customers satisfaction achieving customer feedback of 80% or above.
• Systematically understand and clearly document technical issues and assist customer with product-related challenges, escalating complex cases to senior team members when needed keeping customers properly informed.
• Accurately document all customer interactions, including concerns, resolutions and feedbacks.
• Stay informed about product updates attending all related training programs to provide accurate and helpful information to customers.
• Act as a point of contact for all customer issues and assign priority as per decided SOPs.
• Ensure that escalated cases are handled efficiently following up as needed to ensure customer satisfaction.
• Identify opportunities to improve existing processes and procedures to enhance overall efficiency and customer experience.
• Engage with customers to proactively identify their needs and offer solutions that drive satisfaction while also providing repeated issues and flows that are confusing for customers.
• Continuously improve personal skills and knowledge by participating in training programs.

Education and Experience:

• Bachelors degree (minimum requirement). BBA/BBIT, BCom (H), Bsc/BS (H), BCom/BA.
• 1.5+ Years of relevant experience (Call Centre Experience will be preferred)