Answer inquiries and resolve problems according to product and provide Service for internal and external customers
Receive calls as per Department Guidelines to provide prompt response & superior service.
Responsible to communicate with the caller to understand the nature of the issue.
Carry out first layer troubleshooting & support to resolve issues online, as per the set business rules & defined products and service matrix.
Direct the customers’ inquiries, requests, & support issues promptly to the respective units for necessary action and follow ups.
Update database to keep track of inquiries and service requests.
Identify potential customers for sales and escalate to the right department as per guidelines.
Keep self updated on all products and services offered by the organization in order to handle customers’ calls effectively and accurately.
Conduct Entry and Exit surveys on a monthly basis and capture customer feedback on salesforce
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