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Customer Service Representative
PALMPAY LIMITED
·2 days ago
- Department
- Customer Service
Description
Work Mode: Hybrid
Salary: Basic - 70k, KPI - (20-100K)
Main Job Description of Inbound Team Agent1. 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.
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