Customer Experience

Key Responsibilities:

• Customer Engagement & Support: Handle customer inquiries and complaints via email, phone, and live chat in a professional and timely manner. Responsible for meeting individual KPIs – including but not limit to Customer Satisfaction, Quality Score, First Contact Resolutions and Average Resolutions Time.
• Order Management: Assist customers with order placement, tracking, modifications, cancellations, returns, and refunds.
• Problem Resolution: Investigate and resolve customer complaints or concerns promptly and professionally, ensuring a positive resolution and customer satisfaction.
• Information Provision: Provide accurate, valid, and complete information to customers about products, services, and policies.
• Record Keeping: Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints.
• Follow-Up: Follow up with customers to ensure their issues are resolved and that they...