• Maintain and update client files • Ensure client satisfaction • Converse with clients via phone or email • Accurately answer client queries and deal with client grievances • Redirect urgent issues to the relevant departments • Generate quotes for clients as and when requested • Handle clients concerns and criticisms with patience • Mediate returns and refunds and process them accordingly • Inbox management • Receive, read and filter, and file customers email requests • Perform other duties related to Customer Service role as needed

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner. • Troubleshoot and resolve customer issues by identifying solutions or escalating to the appropriate department when necessary. • Record customer interactions and maintain detailed logs of inquiries, complaints, and feedback using Microsoft tools like Excel and Word. • Maintain an in-depth knowledge of the company’s products, services, and policies to provide accurate information to customers. • Investigate and resolve customer complaints, working with internal teams to ensure a high level of customer satisfaction. • Ensure that unresolved customer issues are followed up and resolved promptly. • Work closely with other team members to share information, improve processes, and enhance the customer service experience. • Maintain the confidentiality of customer and company information in accordance with company policies.

• Receive customer inquiries through multiple channels (calls, email, text, and video) • Document customer needs in structured case management tools • Assists the customer in finding the solution and develops a support plan • Capture customers user needs in the form of user stories • Regular collaboration as part of the product team creating better outcomes for customers • Actively participate in daily and weekly team meetings

• Manage large amounts of incoming calls • Generate sales leads • Identify and assess customers’ needs to achieve satisfaction • Build sustainable relationships and trust with customer accounts through open and interactive communication • Provide accurate, valid and complete information by using the right methods/tools • Meet personal/customer service team sales targets and call handling quotas • 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 • Follow communication procedures, guidelines and policies • Take the extra mile to engage customers