Senior Customer Care Agent (Email & Live Chat)

Primary Responsibilities: Respond to customer inquiries via phone, email, Live chat, or social media in a timely and professional manner.
Provide accurate and comprehensive information about products, services, and company policies.
Resolve customer complaints and issues, ensuring that they are handled with care and resolved effectively.
Capable of handling complex cases and providing solutions in accordance with standard operating procedures (SOPs).
Escalate complex or unresolved issues to higher-level support or management as needed.
Maintain accurate records of customer interactions, transactions, comments, and complaints.
Collaborate with other departments, such as sales, after sales , and marketing, to ensure a smooth customer experience.
Stay up-to-date with company products, services, and policies to provide accurate information to customers.
Meet or exceed performance targets, including response time, resolution time, and customer satisfaction ratings.
Actively contribute to continuous improvement initiatives by providing customer feedback and suggesting enhancements to processes or products.