BPOs

Key Responsibilities:

• Handle a high volume of inbound and/or outbound customer interactions through designated channels (primarily voice, and potentially blended with chat/email) for both international and domestic customers.
• Accurately understand customer inquiries, complaints, and requests, and provide timely and effective resolutions.
• Provide comprehensive information about products, services, and company policies as per process guidelines.
• Troubleshoot issues, guide customers through solutions, and escalate complex cases to the appropriate teams when necessary.
• Maintain detailed and accurate records of all customer interactions and transactions in the CRM system.
• Strive to meet and exceed key performance indicators (KPIs) such as customer satisfaction (CSAT), average handling time (AHT), and first call resolution (FCR).
• Adhere strictly to company policies, procedures, and quality standards.
• Colla...