Job Description
Job Description
- Manage abandoned calls and voicemail calls left by the consumer in the IVR.
- Manage follow-up cases.
- Ensure documents sent by the consumer are complete before submitting them to the respective stakeholder.
- Manage the CSI with low ratings.
- Perform any other relevant tasks deemed necessary to ensure the best quality of service.
- Effectively manage queues to meet expectations and reply to customers in a timely manner via live chat.
- Act as a resolution agent for live chat, investigating issues, resolving them, or escalating to the First Contact Resolution (FCR) person in charge for resolution.
Minimum Experience (Years)
Qualifications
- Diploma with 1 year of relevant experience in a customer contact centre;
OR
- SPM with 3 years of relevant experience in a customer contact centre.
#J-18808-Ljbffr
Job Tags