Job Description

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DUTIES AND RESPONSIBILITIES:

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  • Handle incoming customer inquiries (via phone, email, chat, or automated alerts) and address user needs efficiently
  • Record call details in the call management system, ensuring timely responses and resolutions within the agreed SLA
  • Maintain up-to-date knowledge of services and products, particularly those tailored to individual customer applications
  • Escalate any potential service issues to the senior team members, as needed.
  • Adhere to all project processes and procedures
  • Ensure compliance with the contractual SLA
  • Provide coverage for other Agents in their absence, whether within the same team or across different teams
  • Collaborate with the team on specific projects, when requested
  • Fulfill administrative responsibilities, includ...

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