Overview:
The frontline of customer interaction, CSRs handle incoming and outgoing communication across channels. They provide prompt, accurate assistance, resolve basic inquiries, process transactions, and ensure customer satisfaction.

Core Responsibilities:

• Manage inbound/outbound calls, chats, or emails to resolve customer queries.
• Process orders, refunds, exchanges, or account updates.
• Follow company procedures to resolve issues efficiently and empathetically.
• Record customer interactions and outcomes in CRM or ticketing systems.
• Escalate complex concerns to technical support or higher-level staff as needed.
• Maintain KPIs related to response time, customer satisfaction, and resolution rates.