CSR’s Main Role:
• CSRs are with the customers
• Interact with customers
• Receive feedback / issues report
• Support and help the customers
• You are customer yourself
• CSRs represent our client
• You represent our client, our culture and values
• What you say is how our client is perceived by our customers
CSR’s Specific Responsibilities and Accountabilities
• Provide timely support to customers through available communication channels.
• Handle customer’s concerns positively and professionally.
• Identify and escalate priority issues through proper channels when necessary.
• Works with other team members in identifying better ways in providing better customer
support.
• Participate in additional training courses as required.
• Maintains and improves quality of service by giving recommendations.
• Keeps job knowledge up to date by attending upskill trainig to improve skills.
• Meet all key performance indicators set by the company and client.
• Adhere to the policies set by the company.