Key Responsibilities:

Customer Interaction: Professionally handle customer queries via phone, email, chat, or face-to-face, ensuring all inquiries are resolved in a timely and effective manner.

Issue Resolution: Address and resolve customer complaints, providing appropriate solutions, and escalating issues to higher management when necessary.

Product Expertise: Maintain a deep understanding of the company’s products, services, and procedures to effectively assist customers.

Record Management: Document all interactions, complaints, and actions taken using customer management systems (CRM) and ensure data accuracy.

Feedback Collection: Gather feedback from customers to identify trends, areas for improvement, and potential service or product issues.

Customer Retention: Engage customers with proactive support to enhance their experience and encourage long-term loyalty.

Training & Development: Stay updated on product updates, company policies, and customer service best practices.

Follow-Up: Ensure that customer concerns and issues are resolved to the customer’s satisfaction and follow up on pending cases.

Team Coordination: Collaborate with internal teams, including sales, technical support, and operations, to resolve issues and improve overall customer satisfaction.

Reporting: Prepare and present reports on customer care performance metrics, feedback trends, and issue resolution outcomes to management.