Customer Service Representative - DRC

Dominican Republicmid

Customer Support SpecialistCustomer

0 views0 saves0 applied

Apply Now

Quick Summary

Key Responsibilities

Manage inbound and outbound calls. For Outbound – Achieving the daily calls and verification target. For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned target and CSAT Targets (Q.

Technical Tools

Customer Support SpecialistCustomer

Responsibilities

~1 min read

→Manage inbound and outbound calls.
→For Outbound – Achieving the daily calls and verification target.
→For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned target and CSAT Targets (Q.A Score)
→ Ensure 100% follow up for all dropped/Abandoned calls, tickets& any other Escalations within 24hrs
→For Digital Care – Observing SLAs for handling all customer Issues in all digital platforms Customer should receive feedback at a maximum of 25min Post escalation.
→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 (Adherence to the proper CRM documentation process)
→Take the extra mile to engage customers.

→Monitor, manage and respond to customer inquiries, comments & complaints across all social media & digital platforms related to Products & Services.
→Ensure adherence to SLAs, providing customer feedback within 25 minutes post-escalation.

→Execute outbound calls to verify Biomass products & achieve the daily calls and verification target.
→Perform no mismatches on Serial Stove Nos by cross-referencing customer verbal reports with system data and escalating where there are anomalies.

Assist customers with online orders, payments, activations, delivery tracking & post-sale support.

Handle inbound calls related to products.
Achieve AHT Targets, SLA Target, Call Abandoned target and CSAT Targets (Q.A Score)
Handle customer complaints within agreed timelines, provide appropriate solutions, and follow up to ensure full resolution.

Manage assigned project queues with a focus on completion rates.
Achieve daily targets for “Verification” rather than just total call volume.

Maintain a minimum Quality Assurance (QA) scores, focusing on the accuracy of the verification checklist.

Attending All Pre-shifts, Weekly Performance reviews, Coaching and Training Sessions
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

Qualified Female Candidates encouraged to apply

BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).