Associate - Customer Care - Non - Voice 5A
Core
Handle incoming customer queries via phone, email, chat, or social media to provide accurate information, resolve complaints, and maintain customer records.
Role type
Associate Customer Care Representative (Non-Voice)
Builds
Customer support interactions and retention strategies for global enterprises
Domain
Customer Service / Contact Center
Required skills
Customer Care, Customer Journey Mapping, Online Customer Support
Responsibilities
Handle incoming customer queries via phone, email, chat, or social media; Provide accurate and timely information to customers regarding products, services, or policies; Resolve customer complaints efficiently and escalate issues when necessary; Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery; Maintain documentation and update customer records accurately in the CRM or relevant databases; Analyze customer problems and provide appropriate solutions or alternatives; Coordinate with other departments like technical support, billing, or logistics for issue resolution; Ensure high-quality customer interactions by adhering to quality standards; Accurately enter and maintain customer data; Prepare reports on customer feedback, issues, and service efficiency; Identify opportunities to upsell or cross-sell products or services; Gather customer feedback and relay it to relevant teams for product or process improvement; Suggest improvements in customer service processes based on customer interactions.