Customer Care Executive (Inbound)
Customer Service Representatives Information
Job Summary: The Customer Care Executive (Inbound) is responsible for providing an excellent experience for customers. He or she must have an in-depth knowledge of the company’s offerings, processes, the law etc. to effectively resolve customer inquiries, concerns, complaints.
Respond to customer requests and complaints across all channels – phone, email, WhatsApp, live chat, walk in, etc.
Liaise with the appropriate departments, where appropriate to efficiently and effectively resolve all requests and inquiries within agreed SLA and communicate resolution status to customers. inquiries within agreed SLA and communicate resolution status to customers.
Assign tickets to other departments where applicable in resolving customer requests. Resolve tickets assigned by other departments.
Process completed forms submitted by customers.
Promptly handle all customer complaints.
Escalate customer requests and complaints to supervisor where necessary.
Ensure full compliance with all relevant laws and regulations as well as documented internal processes and policies in resolving interactions.
Log all customer interactions handled using the rightful request type in the appropriate CRM and applications.
Scan and keep all customer documents received in the appropriate database and applications.
Accurately classify all customer complaints in a timely manner to facilitate analysis and reporting.
Support functional projects, programs and activities such as OKRs that are assigned.