About this role
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Job Purpose
To deliver high-quality customer service by managing inbound and outbound calls, accurately processing service requests and complaints, and ensuring timely follow-up and resolution in accordance with company standards and customer satisfaction goals.
Key Accountability Areas
Toll-Free Call Reception and Customer Needs Identification
- Receive and handle all incoming calls through the toll-free number promptly and professionally
- Actively listen to customers to accurately identify their needs and provide appropriate solutions or guidance
Ticket Creation and Data Entry
- Create detailed service tickets in the Cloud for Customers (C4C) system for various requests including spare parts, maintenance, inquiries, complaints, service needs, and warranty documentation
- Ensure accurate and complete data entry for all customer interactions and requests
Ticket Assignment and Follow-Up
- Assign tickets to the relevant internal departments or personnel based on the nature of the request
- Monitor and follow up on open tickets to ensure timely resolution and closure in line with service level agreements
- Maintain clear and proactive communication with customers throughout the process
Voice Message and Call Management
- Handle recorded voice messages by retrieving caller details, initiating contact, and logging new tickets as needed
- Transfer calls from the Unified Number to the appropriate departments or extensions and respond to customer queries with accurate and up-to-date information
Customer Interaction and Campaign Execution
- Demonstrate professional behavior and communication skills during all customer interactions
- Conduct outbound calling campaigns for follow-ups, surveys, or promotional activities as required
Performance and Development
- Participate in ongoing training sessions, workshops, and seminars to enhance product knowledge and service skills
- Consistently meet or exceed assigned individual and team performance targets in both quality and quantity metrics
Role Accountability
HR Proficiency:
- Ability to obtain updated soft and technical skills related to the job
Delivery:
- Perform the planned activities to meet the operational and development targets as per delivery schedules.
- Utilize resources effectively to achieve objectives within efficient cost and time.
- Provide a periodic report formatted by detailing the deviation and execution of planned tasks.
Problem-Solving:
- Solve any related problems arise and escalate any complex operational issues.
Quality:
- Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.
Business Process Improvements:
- Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.
Compliance:
- Comply to related policy and procedures and work instructions.
Health, Safety, and Environment:
- Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.
Academic Qualification
Diploma Degree in Any relevant field
## Work Experience
Fresher - 0-2 years
## Technical / Functional Competencies
Customer Data Management Customer Focus Customer Relationship Management Customer Satisfaction Measurement Customer Satisfaction Surveys Customer Service Customer Service Orientation Customer Service Programs Performance Indicators Process Improvement Quality Control