Contact Center Agent

1. Customer Service

• Handle customer inquiries professionally through phone calls, emails, WhatsApp, social media, and other communication channels.
• Provide accurate product, pricing, and service information to customers.
• Deliver prompt, courteous, and personalized customer support while maintaining company service standards.
• Ensure every customer interaction reflects the company's brand values and commitment to customer satisfaction.
• Respond to customer queries within defined service level agreements (SLAs).

2. Sales & Customer Retention

• Convert customer inquiries into confirmed sales orders.
• Recommend suitable products and services based on customer requirements.
• Promote seasonal offers, promotional campaigns, and newly launched products.
• Upsell and cross-sell products to maximize revenue and increase average order value.
• Follow up on pending quotations, abandoned inquiries, and incomplete orders to improve sales conversion.
• Build long-term customer relationships that encourage repeat business and customer loyalty.

3. Order Management

• Process customer orders accurately and efficiently.
• Manage order modifications, cancellations, refunds, and exchanges as per company policies.
• Coordinate with Production, Stores, Logistics, and Delivery teams for timely order fulfillment.
• Track customer orders and proactively provide delivery updates.
• Ensure all customer requests are completed within committed timelines.

4. Complaint Resolution

• Handle customer complaints with professionalism and empathy.
• Investigate customer concerns and identify root causes.
• Provide timely and satisfactory resolutions while maintaining service quality.
• Escalate complex customer issues to the appropriate departments when required.
• Maintain accurate complaint records and follow up until complete resolution.
• Recommend improvements based on recurring customer feedback.

5. Customer Relationship Management

• Maintain accurate customer profiles and interaction history in the CRM system.
• Build strong relationships with customers through consistent communication.
• Collect customer feedback to improve products, services, and customer experience.
• Maintain confidentiality of customer information and company data.
• Ensure high levels of customer satisfaction and retention.

6. Service Performance & Reporting

• Achieve departmental KPIs related to:
  • Customer Satisfaction (CSAT)
  • First Call Resolution (FCR)
  • Response Time
  • Resolution Time
  • Sales Conversion
  • Order Accuracy
• Maintain daily records of customer interactions and service activities.
• Prepare reports on customer inquiries, complaints, and sales performance.
• Identify opportunities for process improvement and enhanced customer experience.
• Adhere to company policies, quality standards, and customer service procedures.