- Responsible for overseeing daily operations of the call center team to ensure excellent customer service, quality performance and achievements of service levels. The role includes - - Supervise, support, and motivate call center agents to achieve daily, weekly and monthly performance targets - Conduct team meetings, daily briefings, and performance discussions - Prepare shift rosters, schedule rotations, and ensure adequate staffing - Monitor agents' call, emails and customer interactions using QA tools - Provide constructive feedback aand one-on-one coaching sessions - Handle escalated customer complaints professionally and provide resolutions - Ensure customer satisfaction and maintain service quality standards - Maintain attendance, productivity records, and disciplinary documentation
Role Overview: We are looking for a Digital Care Agent to manage customer interactions through social media, messaging apps, and online platforms. The role focuses on providing timely responses, resolving issues, and ensuring a consistent and positive digital customer experience. Key Responsibilities: Respond to customer inquiries via social media platforms, messaging apps, and email. Handle complaints, service requests, and general queries with professionalism. Escalate complex cases to relevant teams while ensuring proper follow-up. Monitor social channels for brand mentions, customer sentiment, and VOC. Maintain accurate records of interactions in CRM/support systems.
Answer incoming calls and respond to customer inquiries promptly. Provide accurate information about products, services, and processes. Log customer requests, complaints, and feedback into the system. Escalate unresolved issues to the appropriate team. Meet performance targets including call handling time, quality, and customer satisfaction. Uphold company service standards and represent the brand professionally.