• Respond to customer inquiries via phone, email, chat, and other channels in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Handle and resolve customer complaints with empathy and efficiency.
• Manage escalation tickets by identifying unresolved or complex issues and escalating them to the appropriate department or senior personnel.
• Track and monitor the progress of escalated cases to ensure timely resolution.
• Maintain detailed records of customer interactions, including escalation logs and records.
• Collaborate with internal teams to improve customer service processes and reduce recurring issues.
• Meet individual and team KPIs, including response time, resolution rate, and customer satisfaction scores.
• Provide feedback and suggestions to improve service quality and customer experience.

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