Key Responsibilities
1. Customer Interaction & Service Excellence
- Handle inbound and outbound customer inquiries professionally and efficiently across all channels.
- Follow established scripts, SOPs, and workflows to ensure accurate and consistent service delivery.
- Ensure first‑contact resolution (FCR) wherever possible to enhance customer experience.
- Demonstrate empathy, clarity, and ownership in every interaction.
2. COPC‑Aligned Process Adherence
- Adhere to all Key Customer‑Related Processes (KCRPs) defined by the organization.
- Follow process controls, accuracy checks, and compliance requirements to reduce errors and recontacts.
- Ensure each handled transaction meets COPC service, quality, and compliance standards.
- Report process gaps, system issues, and customer pain points to supervisors for improvement.
3. Quality & Continuous Improvement
- Participate in Transaction Monitoring (QA evaluations) and apply feedback received from QA and Team Leads.
- Achieve required quality benchmarks such as accuracy, critical error avoidance, and communication standards.
- Attend required training, calibrations, refresher sessions, and coaching sessions.
- Contribute to process improvement by sharing recurring customer issues and suggestions.
4. Performance & Productivity
- Meet or exceed daily/weekly KPIs including:
- CSAT
- AHT (Average Handle Time)
- FCR
- Quality score
- Schedule adherence
- Productivity targets
- Use systems (CRM, ACD tools) efficiently with minimal errors.
- Manage time effectively to handle workload within SLAs.
5. Documentation & Accuracy
- Log all interactions accurately and completely in the CRM and ticketing systems.
- Ensure proper tagging, categorization, and follow‑up actions.
