Voice & Non-Voice Call Center Agent

Customer Support (Chat)

• Respond to customer queries via chat within defined SLAs.
• Provide clear, concise, and empathetic assistance using approved scripts and knowledge base guidance.
• Handle general inquiries related to orders, delivery status, missing/damaged items, promotions.

Order & Delivery Resolution

• Track and update customers about order status and delivery delays.
• Process refunds and compensation as per policy.
• Communicate with internal teams when required to resolve order or delivery issues.

Operational & Administrative Work

• Verify customer information following company protocols.
• Log all interactions accurately in ticketing systems.
• Classify and categorize conversations for reporting and analytics.
• Identify recurring issues and flag them to the supervisor or L2 team.

Escalation Management

• Escalate complex, policy-exception, or technical cases to L2 or relevant teams.

Follow escalation matrix and maintain clear communication on next steps with customers