Technical Associate - ICC Agent

Responsibilities

Handle customer inquiries and support requests efficiently and professionally through phone, email, and chat.
Diagnose and resolve customer issues, ensuring timely and effective solutions while maintaining a high level of customer satisfaction.
Manage and resolve escalated issues, coordinating with other departments and teams to ensure a swift resolution.
Maintain accurate and detailed records of customer interactions, issues, and resolutions in the CRM system.
Share knowledge and best practices with team members to improve overall service quality and efficiency.
Monitor and meet key performance indicators (KPIs) related to response time, resolution time, and customer satisfaction.
Identify opportunities for improving customer service processes and contribute to the implementation of solutions.
Participate in training sessions to stay updated on product knowledge, company policies, and customer service techniques.