Key Responsibilities:
Handle customer inquiries efficiently via live chat and voice calls.
Troubleshoot and resolve customer technical issues promptly with a focus on first-contact resolution.
Document all interactions and transactions in the CRM system.
Collaborate with internal teams such as sales, logistics, and technical support to provide comprehensive service.
Monitor and respond to multiple chat sessions concurrently while maintaining quality service.
Ensure all communications align with the company’s standards and policies.
Adapt to different time zones to provide support for international clients.
Meet performance metrics including response time, customer satisfaction, and issue resolution.