Call Center Agent

Responsibilities:

• Receive interactions from clients through any of the communication channels such as (calls, chat, and emails) as per Department Guidelines and work to provide prompt response & superior service.
• Responsible to communicate with the caller to understand the nature of the issue.
• Carry out first layer troubleshooting & support to resolve issues online, as per the set business rules & defined products and service matrix.
• Direct the customers’ inquiries, requests, & support issues promptly to the respective units for necessary action and follow ups.
• Update the database to keep track of inquiries and service requests.
• Identify potential customers for sales and escalate to the right department as per guidelines.
• The ability to register complaints related to customers