Qualification Required:

• Adhere to processes to ensure high-quality service and customer satisfaction.
• Achieve first-call resolution to address customer inquiries effectively.
• Schedule tests remotely via phone in a timely and accurate manner.
• Maintain compliance with break and schedule adherence requirements.
• Participate in motivational activities and implement feedback from monitoring sessions.
• Update and maintain logs, including escalation logs and complaint trackers.
• Safeguard sensitive information by ensuring customer data security.

Roles and Responsibilities:

• Handle inbound and outbound calls efficiently and professionally.
• Follow communication scripts while applying product and service knowledge to adapt when necessary.
• Identify customer needs, research issues, resolve complaints, and deliver effective solutions.
• Develop and maintain expert knowledge of the company’s products and services.
• Utilize available resources to conduct research and address customer inquiries.
• Engage customers with a cordial, empathetic, and solution-focused approach.
• Respond promptly, accurately, and professionally to customer inquiries.

Technical Expertise:

• Background in call center operations.

Required Skills:

• Customer Service Experience.
• English Proficiency: 85%.
• Basic proficiency in Microsoft Office tools (Word, PowerPoint, Excel, etc.).