Customer Operations Representative (6m FTC)

About the role

As a Customer Care Agent, you will be the first point of contact for our customers for providing exceptional support to our valued customers across various channels including phone, email, and chat. Workload & Time Management: Efficiently manage workload/volumes, prioritising urgent requests and ensuring timely responses Proactively identify potential bottlenecks and proactively address them to maintain a smooth workflow Strive to meet or exceed daily/weekly workload targets and response times Collaborate with your manager to manage workloads effectively during peak period Handle customer requests in a timely manner. Demonstrate a professional and positive attitude when dealing with challenging situations. Ownership of Assigned Deliverables : Take ownership of assigned tasks, ensuring a clear understanding of process goals, timelines, and deliverables Diligently monitor customer interactions, seek guidance when needed, and implement solutions to ensure customer satisfaction and keep processes on track. Demonstrate a proactive approach to learning and seeking clarification to ensure accuracy and efficiency. Communication and Collaboration: Ensure client satisfaction throughout the process lifecycle. Work effectively with team members, specilaists, and other departments to ensure seamless process execution. Share knowledge and best practices within the team to enhance overall customer service quality and improve call resolution efficiency. Quality & Accuracy: Consistently deliver high-quality customer support by adhering to established standards and guidelines. Pay close attention to detail and accuracy when handling customer information. Actively seek opportunities for self-improvement and professional development. Continuously strive for process improvement and identify opportunities to enhance project efficiency and effectiveness. Listen attentively to feedback from customers, colleagues, specialists, and managers, and actively act on it to refine processes, improve service quality, and enhance personal performance. Customer Experience & Complaint Resolution: Strive to minimize escalated calls by resolving customer issues at the first point of contact, proactively addressing their needs, and focusing on swift and satisfactory resolutions. Share clear insights from customer feedback to help improve products or services. Maintain a high level of customer satisfaction by providing friendly, personalized and effective support. Strive to achieve high customer satisfaction and positive reviews by displaying empathy, patience and professionalism when interacting with customers.