• Providing contact center services from home • Supporting some of the largest companies in the world • Documenting all issues, resolution and follow up actions • Learning about products and services to accurately and efficiently resolve customer inquiries on the first contact

• Manage customer inquiries via **tickets and live chat**, providing accurate and timely assistance. • Troubleshoot product or service-related issues and ensure resolutions meet quality standards. • Update and maintain the **Knowledge Center** to help customers find information easily. • Collaborate with internal teams to share customer insights and suggest process improvements. • Identify recurring issues and contribute ideas to improve efficiency and user experience.

• Interact with customers by answering phone calls promptly, responding to emails within 24 hours and meeting with customers in person as needed. • Resolve complaints and customer problems in an efficient and friendly manner with the primary goal of satisfying their needs and continuing to earn their business. • Perform basic billing duties, including completing customer transactions over the phone, issuing refunds as needed, researching past billing discrepancies and taking care of product exchanges. • Provide customers with status reports on shipments, and help to package and ship products as needed. • Update customer databases, including contact details, past complaints and resolutions, billing information, and auto-shipment enrolment. • Meet weekly, monthly and annual goals for call volume, customer satisfaction, sales and rapid response times. • Analyse and set personal and departmental performance goals designed to improve customer satisfaction. • Assist management in coming up with attractive incentives and rewards for superior performance. • Participate in weekly interdepartmental meetings and prepare to report on any customer issues that came up during the week and how they were resolved.

• Attend to visitors' needs on the website • Handle chat requests and offline messages • Manage urgent issues promptly