As a Customer Care Agent, you will be responsible for providing excellent customer support and assistance to our valued customers. Your role will involve answering customer inquiries, resolving issues, and ensuring customer satisfaction through effective communication and problem-solving. You will serve as a frontline representative of our company, maintaining a positive and helpful attitude while delivering high-quality service to our customers.

• Respond to customer inquiries via phone, email, or live chat in a timely and professional manner, demonstrating a high level of customer service.
• Listen attentively to customer concerns, identify the issue, and empathize with their situation to provide appropriate solutions and assistance.
• Provide accurate and up-to-date information about our products, services, and policies to customers, ensuring that they have a clear understanding.
• Effectively navigate through various software tools and systems to access customer accounts, troubleshoot issues, and document interactions.
• Handle customer complaints and escalations by understanding their concerns, investigating the issue, and resolving it promptly and accurately.
• Collaborate with other departments, such as sales or technical support, to ensure timely and satisfactory resolution of customer issues.
• Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints in the designated CRM or customer support software.
• Follow company guidelines, policies, and procedures while maintaining a high level of professionalism and confidentiality in all customer interactions.
• Continuously improve product knowledge and stay updated on industry trends to provide accurate and valuable information to customers.
• Meet or exceed key performance indicators (KPIs), such as response time, first-call resolution, customer satisfaction scores, and call quality standards.
• Post-Sale/Closure activities review and follow up with customers, including contracting singe, and Terms of payment.
• Update contracted customer data on system, including project details, and creating payment plan.
• Follow up payment terms and installments with customers, including updates on system.
• Follow up payment terms and installments with customers, including updates on system.
• Handle periodic Customer FAQs .
• Upselling & Cross Selling activates targeting existing contracted customers according to a selling plan.
• Following up the implementation of loyalty customer care programs with key accounts.
• Boost sales/marketing power by contacting most satisfied customers with review links for our FB page and to obtain referrals.
• Boost sales/marketing power by contacting key personnel at customers’ with commission programs for opening new channels.