International BPO Executive

KRA

Handle inbound customer calls, chats, and emails professionally

● Resolve customer queries and issues within defined TAT and SLA

● Document all customer interactions accurately in CRM systems

● Escalate unresolved or complex cases as per process guidelines

● Meet performance metrics such as CSAT, AHT, FCR, and SLA compliance

● Maintain updated knowledge of products, tools, and internal processes

● Ensure quality standards and data security compliance

Required Skills

● Excellent verbal and written communication skills in English

● Strong customer handling and problem-solving skills

● Ability to multitask in a fast-paced contact center environment

● Hands-on experience with CRM, ticketing tools, and MS Office

● Willingness to work rotational shifts, weekends, and holidays