Contact Center Agent

Position Description:

• Good understanding of COPC standards, Contact Center KPIs, and performance metrics, such as SLA, FCR, AHT, CSAT, Quality, and Productivity.
• Handling Inbound / outbound activities professionally.
• Creating Requests & complaints accurately and tunnel it to the assigned department.
• Applying the FCR – First contact resolution during handling the inbound interactions, voice/emails/Livechat/social media.
• Deliver quality customer service for Inbound / outbound customers by responding directly to customer questions, feedback, inquiries, and complaints across all over the touchpoints (IVR, and digital platforms).
• Writing skills to engage with the customers through the digital platforms.
• Escalating the critical cases.
• Conducting CSI surveys on a daily basis if required.
• Performing basic analysis and investigation which related to customer's concerns (upon request).
• Innovatively articulate information and business rules with excellent written and verbal skills.
• Truthfully interactions to questions regarding products and services.
• Professionally assist and influence customers to validate their experience in case of any abnormal complaints that lead the customers to be frustrated.
• Driving Operations Departments to determine viral issues to provide a higher level of customer service.
• Performing any sales surveying or any marketing campaigns within company products and services only (upon request).