Customer Service Representative

Work Mode: Hybrid
Salary: Basic - 70k, KPI - (20-100K)

Main Job Description of Inbound Team Agent
1. Customer Support via Inbound Channel

• Respond to customer inquiries through call platforms.
• Provide information about products, services, policies, and procedures.
• Assist customers with orders, payments, or account issues.

2. Problem Resolution

• Identify customer problems and provide solutions.
• Troubleshoot technical or service issues.
• Escalate complex cases to supervisors or specialized teams when necessary.

3. Multitasking

• Handle call conversations effectively.
• Navigate different systems (CRM, knowledge base, order system) while on call.

4. Documentation

• Record customer interactions in the system.
• Update customer records and case notes accurately.

5. Customer Experience

• Maintain a professional, polite, and friendly tone.
• Ensure quick response time and high satisfaction levels.
• Follow company communication guidelines and scripts.

6. Product/Service Knowledge

• Stay updated on company products, promotions, and policies.
• Use internal knowledge bases to provide accurate answers.

7. Performance Targets

• Meet KPIs such as:
  • Average handling time
  • Customer satisfaction (CSAT)
  • Resolution time
  • Average talk time.