Customer Service Representative
PalmPay
Remote
Salary: Basic - 70k, KPI - (20-100K)
Main Job Description Of Inbound Team Agent2. Problem Resolution3. Multitasking4. Documentation5. Customer Experience6. Product/Service Knowledge7. Performance Targets
- Customer Support via Inbound Channel
- Respond to customer inquiries through call platforms
- Provide information about products, services, policies, and procedures
- Assist customers with orders, payments, or account issues
- Identify customer problems and provide solutions
- Troubleshoot technical or service issues
- Escalate complex cases to supervisors or specialized teams when necessary
- Handle call conversations effectively
- Navigate different systems (CRM, knowledge base, order system) while on call
- Record customer interactions in the system
- Update customer records and case notes accurately
- Maintain a professional, polite, and friendly tone
- Ensure quick response time and high satisfaction levels
- Follow company communication guidelines and scripts
- Stay updated on company products, promotions, and policies
- Use internal knowledge bases to provide accurate answers
- Meet KPIs such as:
- Average handling time
- Customer satisfaction (CSAT)
- Resolution time
- Average talk time
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