Contact Center Agent

About the role

We are seeking a Contact Center Agent to manage inbound and outbound interactions across voice, email, live chat and social media, delivering high-quality service while meeting key performance indicators.

Key responsibilities

• Handle inbound and outbound activities professionally across multiple channels.
• Create requests and complaints accurately and route them to the appropriate department.
• Apply first-contact resolution (FCR) during interactions.
• Deliver quality customer service by responding to questions, feedback, inquiries and complaints.
• Escalate critical cases and conduct daily CSI surveys when required.
• Perform basic analysis and investigation of customer concerns.
• Participate in sales surveys or marketing campaigns for company products upon request.

Required profile

• Good understanding of COPC standards, Contact Center KPIs and performance metrics such as SLA, FCR, AHT, CSAT, Quality and Productivity.
• Strong writing skills for engaging customers through digital platforms.
• Ability to handle inbound/outbound activities professionally across voice, email, live chat and social media.
• Capability to conduct CSI surveys and perform basic analysis of customer concerns.