The Employee shall have the following duties and responsibilities:

• Manage outbound and inbound calls phone calls.

• For Outbound – Achieving the daily calls and verification target.

• For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned targets, and CSAT Targets (Q.A Score)

• Ensure 100% follow-up for all dropped/Abandoned calls, tickets& and 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.

• Attending All Pre-shifts, Weekly Performance reviews, Coaching, and Training Sessions

• Adherence to call procedure and auto-fail parameters.

• 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 targets and all call handling quotas.

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure resolution.

• Keep records of customer interactions, process customer accounts, and file documents (Adherence to the proper CRM documentation process)

• Follow communication procedures, guidelines, and policies.

• Take the extra mile to engage customers.

• Other Duties and Responsibilities:

• Performs other responsibilities, as requested, or assigned by management.

• Performs other miscellaneous duties, as requested, or assigned by management.

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