Role Profile:

Call Center Agent will Interact with internal and external customers contacts through different channels related to inquiries, requests, suggestions, complaints and compliments in timely manner in accordance to the agreed procedure and ensuring highest customer satisfaction

Responsibilities:

• Answer and handle all feedbacks received from different channels according to the contact center procedure                                                                                     
• Comply to the floor management instructions towards better KPI’s                         
• Full compliance to the Contact Centre code of conducts in the manner of attendance, pause sessions and daily/weekly/monthly targets.
• Achieve the daily/weekly/monthly personal productivity KPI’s
• Ensure all feedbacks are registered in the respective records (BMC Remedy System, ININ , OMS, COMS, etc,.)                                                                                       
• Promote the department CES during calls which leads to service improvement            
• Understand & effectively deal with job stress and unsatisfied customers                
• Attend training courses scheduled by the department                                              

Completion of any assigned task given by the supervisor with efficient use of the Contact Centre tools in accordance with the quality standards