Customer Service Representative

Work Mode: Hybrid Salary: Basic - 70k, KPI - (20-100K) Main Job Description of Inbound Team Agent 1. Customer Support via Inbound Channel Respond to customer inquiries through call platforms. Provide information about products, services, policies, and procedures. Assist customers with orders, payments, or account issues. 2. Problem Resolution Identify customer problems and provide solutions. Troubleshoot technical or service issues. Escalate complex cases to supervisors or specialized teams when necessary. 3. Multitasking Handle call conversations effectively. Navigate different systems (CRM, knowledge base, order system) while on call. 4. Documentation Record customer interactions in the system. Update customer records and case notes accurately. 5. Customer Experience Maintain a professional, polite, and friendly tone. Ensure quick response time and high satisfaction levels. Follow company communication guidelines and scripts. 6. Product/Service Knowledge Stay updated on company products, promotions, and policies. Use internal knowledge bases to provide accurate answers. 7. Performance Targets Meet KPIs such as: Average handling time Customer satisfaction (CSAT) Resolution time Average talk time.