Customer Service Representative – Contact Center

About the role

We are looking for a Customer Service Agent to handle customer support through inbound and outbound calls. The role involves assisting customers, resolving issues, providing accurate information, and ensuring a positive customer experience.

Key responsibilities

• Handle customer calls professionally.
• Answer inquiries and resolve complaints.
• Provide accurate information and solutions.
• Update customer details in CRM/ticketing systems.
• Escalate complex issues when needed.
• Follow company policies and quality standards.
• Meet productivity and performance targets.

Required profile

• 1 to 3 years of experience in Customer Service, BPO, or Contact Center.
• Experience handling voice support.
• Basic knowledge of CRM tools and computer applications.
• Strong communication, problem‑solving, and multitasking skills.
• Ability to work in a fast‑paced environment.

Required skills

• Customer Focus
• Communication
• Problem Solving
• Teamwork
• Time Management
• Adaptability
• Attention to Detail
• Knowledge of contact center metrics such as AHT, CSAT, FCR, Service Level, and Quality Score