Key Skills Required

• Communication: Excellent verbal and written skills with a neutral accent (often vital in global/regional BPO and call center environments).
• Problem-Solving: Strong critical thinking to navigate software tools, company policies, and customer complaints quickly.
• Empathy: High emotional intelligence to handle frustrated customers calmly and professionally.
• Multitasking: Ability to juggle live conversations with database documentation and navigation. 
   

Core Responsibilities

• Query Resolution: Answer incoming calls, emails, and live chats promptly to troubleshoot issues and provide accurate solutions. 
• Complaint Management: Log customer grievances, de-escalate frustrating situations, and coordinate with technical or billing departments for advanced resolutions.
• Outbound Outreach: Make follow-up calls to ensure customer satisfaction, conduct surveys, and process renewals or feedback. 
• Sales Support: Identify upselling or cross-selling opportunities by assessing individual customer needs and explaining new product features. 
• Data Management: Maintain up-to-date and accurate customer records within the company's CRM database.