Job Description
About The Company
Contact Centre & Operations
About The Job
Multi-Channel Communication: Managed a high volume of inbound and outbound customer interactions via telephone and digital chat platforms, providing professional and prompt resolutions.
Case Management: Utilised CRM systems to meticulously document customer histories, track interaction life cycle, and ensure data integrity for all follow-up actions.
Operational Problem Solving: Conducted root-cause analysis for complex inquiries, collaborating with internal departments and stakeholders to resolve escalated matters.
Process Improvement: Proactively identified and reported recurring issues and emerging service trends to management to enhance operational efficiency.
Goal Achievement: Consistently met or exceeded individual performance metrics related to response time, resolution rates, and customer satisfaction scores.
