Description
- Handle large volumes of inbound and/or outbound calls, emails and whats app in a professional and efficient manner.
- Provide accurate information regarding products, services, policies, and procedures.
- Actively listen to customers’ concerns, identify their needs, and offer appropriate solutions.
- Manage customer complaints, escalate complex issues to the relevant department, and ensure timely resolution.
- Document customer interactions, transactions, feedback, and complaints accurately in the system.
- Meet or exceed daily/weekly/monthly performance targets such as call handling time, customer satisfaction scores, and first-call resolution.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Follow communication scripts, guidelines, and company policies during interactions.
- Keep up to date with product knowledge, service updates, and call canter best practices.
- Adhere to schedule and attendance requirements.
Required Skills
- Proficient computer skills (MS Office, Internet etc.)
- Excellent communication and interpersonal skills; ability to interact effectively with TCF faculty
- Strong command over written and spoken English and Urdu
- Ability to listen attentively, speak calmly and politely and document user problems comprehensively
- Good organizational skills
- Good attention to detail
- Ability to multitask
Education
14 years of education (BA/B. Com/BSc.)
Experience
At least 1 year of relevant experience.
