Customer Service Agents

Education: Bachelor’s degree or above. Also, Completion of customer service training programs or relevant certifications may be beneficial.

Operations

• Warmly welcoming customers and visitors.
• Understanding the company’s operations and be able to assist clients by providing information about products and services.
• Responding to customer inquiries & complaints in person, via phone, via email, or via system.
• Resolving customer issues, concerns, or complaints in a timely and efficient manner or escalating complex issues to the appropriate department or supervisor as needed.
• Engaging with customers to build rapport and enhance their overall experience.
• Encouraging customer feedback and addressing any issues proactively.
• Monitoring and ensuring the security and safety of the premises, following security protocols, and addressing any security concerns.
• Coordinating & communicating with the relevant company’s business departments in a clear and concise manner to meet customer needs.
• Maintaining accurate records of customer interactions and relevant information through the Daily Log System.
• The Agents are liable to keep all the company’s information (location, employee details, contact numbers) in complete discretion and confidentiality.
• Managing multiple tasks simultaneously, such as answering phones, attending to visitors, and handling administrative duties.
• Communicating effectively with colleagues to share information and updates whenever needed.
• The Agents Supervisor must maintain one file with all details and is responsible for updating the same.
• Responding calmly and efficiently in crisis situations and following established protocols for emergency procedures.
• Keeping the front desk area clean, organized, and presentable.
• Ensuring that promotional materials or displays are up to date.