Customer Service Representative - DRC

1. INBOUND CALL MANAGEMENT: The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities:

• Manage inbound and outbound calls.
• For Outbound – Achieving the daily calls and verification target.
• For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned target and CSAT Targets (Q.A Score)
• Ensure 100% follow up for all dropped/Abandoned calls, tickets& any other Escalations within 24hrs
• For Digital Care – Observing SLAs for handling all customer Issues in all digital platforms Customer should receive feedback at a maximum of 25min Post escalation.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents (Adherence to the proper CRM documentation process)
• Take the extra mile to engage customers.

2. SOCIAL MEDIA & DIGITAL CARE: The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities:

Social Media & Digital Care:

• Monitor, manage and respond to customer inquiries, comments & complaints across all social media & digital platforms related to Products & Services.
• Ensure adherence to SLAs, providing customer feedback within 25 minutes post-escalation.

E-commerce & Digital Transactions Support:

• Assist customers with online orders, payments, activations, delivery tracking & post-sale support.

Customer Support

• Handle inbound calls related to products.
• Achieve AHT Targets, SLA Target, Call Abandoned target and CSAT Targets (Q.A Score)
• Handle customer complaints within agreed timelines, provide appropriate solutions, and follow up to ensure full resolution.

3. OUTBOUND CALL MANAGEMENT: The Outbound Agent is primarily responsible for the verification and validation of Biomass Products & ensure excellent service standards, to ensure daily Business KPIs are met without Fail. Address and Communicate all Issues that might Impact the above proactively.

Responsibilities:

Verification & Asset Validation

• Execute outbound calls to verify Biomass products & achieve the daily calls and verification target.
• Perform no mismatches on Serial Stove Nos by cross-referencing customer verbal reports with system data and escalating where there are anomalies.

Campaign Execution & Compliance

• Manage assigned project queues with a focus on completion rates.
• Achieve daily targets for “Verification” rather than just total call volume.

Quality & Process Improvement

• Maintain a minimum Quality Assurance (QA) scores, focusing on the accuracy of the verification checklist.

Service Quality, Process Adherence & Documentation

• Attending All Pre-shifts, Weekly Performance reviews, Coaching and Training Sessions
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.