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The BPO Agent is responsible for handling customer queries, providing product/service information, and resolving customer complaints for American clients. They must possess excellent communication skills, both verbal and written, to ensure customer satisfaction. Agents are expected to be proactive in identifying customer needs and offering solutions. Additionally, they must maintain accurate customer records and adhere to company policies and procedures.
Key Responsibilities:
Answer inbound calls and respond to customer queries
Provide product/service information and educate customers on features and benefits
Resolve customer complaints and issues in a timely and efficient manner
Maintain accurate customer records and update them as needed
Meet or exceed performance metrics such as call handling time, customer satisfaction, and quality standards
Follow company policies and procedures and ensure compliance with regulatory requirements
Attend training sessions and stay up to date on product/service offerings and industry trends
Requirements:
Excellent verbal and written communication skills in English
Strong problem-solving and decision-making abilities
Ability to work in a fast-paced and dynamic environment
Good interpersonal and customer service skills
Willingness to work flexible schedules, including night shifts and weekends
High school diploma or equivalent, with some college education preferred
Previous experience in a customer service or call center environment is preferred
