Call Center Customer Service Representative

Job Responsibility: • Support in providing answers to the inquiries set by phone and other channels on our products and services in order to promote and support the public image.• Assist the continuous management and enhancement of our Care Knowledge Base by ensuring accuracy, accessibility, and unified content across channels to empower staff and improve the consistency of customer communication.• Assist in conducting periodic reviews of customer interactions across all channels by evaluating calls, chats, and emails to identify recurring challenges, assess quality standards, and uncover opportunities for service enhancement.• Support in monitoring quality assessment scorecards by tailoring metrics to each function to objectively measure performance and reinforce accountability across service teams.• Assist customer satisfaction surveys and structured feedback loops by analyzing survey insights and sentiment data to drive actionable, organization-wide initiatives that improve service outcomes and client trust.• Support post-resolution engagement with dissatisfied customers or members, ensuring follow-up communication and remediation efforts restore trust and reinforce our reputation.• Assist in initiating continuous improvement programs that integrate lessons learned, analytics, and innovation, embedding a sustainable culture of service excellence and operational agility.