Contact Center Agent

Position Summary

The Contact Center Agent role requires a thorough understanding of industry standards such as COPC, along with essential contact center key performance indicators (KPIs) including Service Level Agreement (SLA), First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), quality, and overall productivity metrics.

Core Responsibilities

• Efficiently manage inbound and outbound communications with professionalism.
• Create and accurately log customer requests and complaints, directing them to the relevant departments.
• Apply the First Contact Resolution principle when addressing inbound interactions across voice calls, emails, live chat, and social media platforms.
• Deliver high-quality customer service by promptly responding to queries, feedback, and concerns across all communication channels, including IVR and digital platforms.
• Utilize strong written communication skills to engage customers effectively through digital platforms.
• Escalate cases that require urgent or advanced attention accurately and timely.
• Conduct Customer Satisfaction Index (CSI) surveys as needed on a daily basis.
• Perform preliminary analysis and investigations on customer concerns when requested.
• Clearly communicate information and business policies with excellent verbal and written skills.
• Provide honest and transparent responses to customer inquiries related to products and services.
• Assist customers professionally, helping to alleviate frustration especially in cases of abnormal complaints.
• Collaborate with Operations departments to identify widespread issues and contribute to enhancing customer service levels.
• Support sales surveys or marketing campaigns related strictly to company products and services when requested.