Provide First Level Review of complaints initiated by customers.
Assign complaints to Service Quality Assurance Department for RCA.
Resolve each complaint within defined TAT.
Follow up to ensure that appropriate actions were taken on customers' requests.
Contribute to team effort by accomplishing related results as needed.
Identify and assess customer's needs to achieve satisfaction.
Build sustainable relationships of trust through open and interactive communication.
Provide accurate, valid and complete solution/information by using the right methods/tools.
Follow communication procedures, guidelines and policies.
Manage large amounts of incoming calls and emails.
Refer unresolved customer grievances or special requests to designated departments for further investigation.
Handle high level escalations by working closely with Manager.
Work with Line Manager to ensure proper customer service is being delivered.
A qualified and skilled professional with a relevant experience of 1-3 years in a technology sales environment or call centre experience
Excellent communication skills
Customer orientation and ability to adapt/respond to different types of characters
Ability to multitask, prioritize, and manage time effectively