· Answer direct calls/chat (Chat through official Social Medial
Accounts / Website / Whatsapp account) professionally to provide information
about products/orders, take/cancel orders, or obtain details of complaints.
· Handle customer complaints, provide appropriate solutions
and alternatives within the time limits; follow up to ensure resolution
· Follow up to ensure that appropriate actions were taken on customers’
· Provide accurate, valid and complete information by using
the right methods/tools
· Refer unresolved customer grievances or special requests to
designated departments for further investigation.
· Manage large amounts of incoming calls/outgoing calls
· Target oriented towards generating positive Feedbacks /
Reviews by calling / chatting / over email for the different platforms like
company’s own website, Social Media account, Google Reviews etc.
· Identify and assess customers' needs to achieve satisfaction
· Build sustainable relationships and trust with a customer
accounts through open and interactive communication
· Keep records of customer interactions, recording details of
inquiries, complaints, and comments, as well as actions taken and file the
· Follow communication procedures, guidelines and policies