Role responsibilities:

• Answering incoming calls and responding to customers' requests via various means e.g. emails, in a timely manner.
• Managing and timely resolving customer complaints in line with the company standards.
• Maintaining ownership of calls throughout the lifecycle of the caller’s request, including but not limited to sale of products, placement of orders, follow-ups, escalation of issues as and when required, resolution of issues, etc.
• Providing accurate product and service information to customers.
• Researching required information using available resources.
• Timely processing of orders, forms, and applications.
• Completing call logs and reports in line with the company standards.
• Identifying customer needs, researching issues, resolving complaints, and providing solutions.