Digital Care Agent
4 weeks ago
Job Title: Digital Care Agent (12 months Contract)Job Description
- Customer Support & app issue resolution
- Customer relationship building and product knowledge expert
- CS Performance Matrixes
Responsibilities
- Customer Support and Issue Resolution
- Respond promptly to customer inquiries via phone, email, live chat, or phone call.
- Listen to customer concerns and provide accurate information or solutions.
- Resolve product or service issues by troubleshooting and offering effective resolutions.
- Escalate unresolved or complex issues to the appropriate department or supervisor.
Customer Relationship Building
Establish and maintain positive relationships with customers by demonstrating empathy and professionalism. Follow up with customers to ensure their issues have been resolved to their satisfaction.
Product and Service Knowledge
Develop a thorough understanding of the company's products, services, and policies. Communicate product features and benefits to customers effectively. Stay updated on new products, services, or changes in company policies.
Documentation and Reporting
Record customer interactions, complaints, and resolutions in the giga's CRM or ticketing system. Compile reports on common issues or trends to share with the team for process improvement.
- Diploma with 1-2 years' experience with Live Chat and ticketing portals
- Able to commit 5.5 days per week
8.30am - 6.00pm for Mondays-Saturdays
Sat/Sun Morning: 830am 130pm
Sat Afternoon: 12pm 6pm
Product Knowledge
CRM
Customer Relationship
Built customer relationship
Post Go Live Support
Troubleshooting
Ticketing
Process Improvement
Customer Support
Go-live support
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