Duties & Responsibilities :
- Operational Duties:
- Answering calls:
- Promptly and professionally answering incoming calls from customers.
- Greeting customers.
- Listening to their concerns and providing appropriate assistance or solutions.
- Customer support:
- Assist customers by addressing their inquiries, concerns, or complaints.
- Strive to provide excellent customer service by actively listening, empathizing, and resolving issues effectively and efficiently.
- Troubleshooting technical issues or problems customers may encounter with products or services.
- Maintain confidentiality of HAP’s client’s data.
- Achieve the FCR (First Contact Resolution).
- Collaborating with other departments or escalating complex problems to the appropriate personnel.
- Provide accurate and timely information on service issues and delivery date and time.
- Process customer orders accurately and completely.
- Maintain accurate customer orders records.
- Service knowledge:
- Understanding of the company's B2B services, and explain service features, and benefits to customers and provide accurate information.
- Use knowledge and resources to identify, analyze, and resolve customer issues effectively.
- Being aware of applicable regulations related to data privacy, consumer protection, and telemarketing practices to ensure compliance during customer interactions.
- Documentation and Data Entry:
- Maintain a record of B2B customer interactions for future reference or analysis.
- Complete all necessary documentation related to different transactions handled.
Bachelor’s degree in business administration, or any related field.Minimum 1-2 years of experience in a similar role.Previous experience in B2B operations cycle.Good command of MS Office programsEnglish: Good.V. Good service knowledgeV. Good public speaking skills