Key Responsibilities:
Handle inbound and/or outbound customer interactions for international customers
Resolve customer queries, complaints, and concerns in a timely and professional manner
Provide accurate information about products, services, policies, and procedures
Maintain high standards of customer service and call quality
Meet performance metrics such as AHT (Average Handling Time), CSAT (Customer Satisfaction), and FCR (First Call Resolution)
Document customer interactions and update CRM systems accurately
Escalate complex issues to the appropriate department when necessary
Follow communication scripts and guidelines while maintaining a personalized approach