Customer Service - Voice And Non-Voice

Key Responsibilities

Voice Support (Inbound & Outbound)

• Answer incoming customer calls in a polite, professional, and efficient manner.
• Assist customers with queries related to products, services, billing, order tracking, account issues, etc.
• Resolve complaints and service issues within company policies and time frames.
• Conduct outbound calls for follow-ups, surveys, service feedback, or escalation resolution.
• Document all call interactions and outcomes accurately in the CRM or ticketing system.

Non-Voice Support (Email, Chat, Social Media, and Tickets)

• Respond to customer emails and live chat inquiries in a timely and courteous manner.
• Address concerns related to product features, technical support, returns, refunds, account status, etc.
• Escalate complex issues to appropriate departments while ensuring the customer is kept informed.
• Monitor and respond to queries or feedback on social media platforms (if applicable).
• Maintain proper grammar, tone, and clarity in all written communication.

Problem Solving & Issue Resolution

• Identify root causes of customer problems and suggest solutions.
• Troubleshoot product/service-related issues with attention to detail.
• Follow up with customers to ensure problems are resolved to satisfaction.
• Maintain high customer satisfaction scores by delivering personalized, consistent support.

System & Process Adherence

• Use internal tools, knowledge bases, and scripts to assist with issue resolution.
• Follow standard operating procedures (SOPs) and service level agreements (SLAs).
• Keep records of customer interactions, transactions, and actions taken.
• Collaborate with cross-functional teams to improve customer service processes.