Job Description :

• Semi Voice Process Multichannel Customer Support

  Job Description

  Duties:

  Handle customer inquiries through a balanced mix of voice calls and non-voice digital channels (email, live chat, ticketing system).

  Troubleshoot customer issues, process account updates, and provide accurate technical or product-related solutions.

  Document customer interactions, issue details, and resolution steps in the Customer Relationship Management (CRM) database.

  Perform back-office administrative tasks, data entry, and order processing while actively managing phone calls or ongoing support tickets.

  Escalate complex or unresolved customer cases to appropriate technical support tiers or departmental leads.

  Adhere strictly to company scripts, standard operating procedures (SOPs), data security policies, and quality guidelines.

  Meet key performance indicators (KPIs), including Average Handling Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT) scores, and ticket turnaround time.

   

  Focus Skills:

  Strong written and verbal communication skills with good grammar, spelling, and professional telephone etiquette.

  Ability to multitask efficiently, such as typing accurate notes while speaking or switching smoothly between phone calls and chat threads.

  Good typing speed with high accuracy and data entry precision.

  Basic computer literacy, including proficiency in CRM systems, ticketing software, and MS Office.

  Strong problem-solving skills, active listening abilities, and patience when handling customer concerns.

   

  Apply now to become an integral part of our growing team!

  With Regards,

  HR - Maria

  88708 33430

  infohrmaria04@gmail.com