ROLE RESPONSIBILITIES
· Engage customers with professionalism and empathy through both voice (end-to-end call handling) and non-voice channels (WhatsApp transactions), delivering exceptional service and resolving inquiries effectively.
· Handle escalated complaints and requests promptly using Service Requests & Trouble Tickets, ensuring swift resolution and customer satisfaction.
· Seamlessly promote all products and services, including enticing upgrades, to enhance customer experience and satisfaction.
· Employ persuasive techniques to retain customers considering downgrades, turning potential losses into opportunities for service enhancement.
· Exceed productivity standards while consistently delivering top-tier customer service, ensuring every interaction reflects our commitment to excellence.
· Embrace flexibility by willingly taking on additional responsibilities as directed by management, contributing proactively to team success.
· Take ownership of achieving personal KPIs and collaborating effectively with the team to achieve collective goals.