Customer Service Agent
Customer Service Agent
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Job Description
Introduction
As a Customer Service Call Center Agent you will be the frontline representative of our company providing exceptional service to our customers operating 24 hours a day 7 days a week. Youll handle inquiries resolve issues and ensure a positive experience for users of a food delivery platform. Your role is crucial in maintaining customer satisfaction and loyalty.
Key skills and experience
High school diploma or equivalent (additional certifications are a plus).
Prior call center or customer service experience preferred.
Familiarity with food delivery services or related industries is advantageous.
Excellent verbal and written communication skills in Laos.
Proficiency in using call center software and CRM systems.
Ability to multitask prioritize and handle high call volumes.
Empathy patience and problemsolving abilities.
Adaptability to changing processes and technology.
Responsibility
- Customer Assistance:
Answer incoming calls emails and chats promptly and professionally.
Assist customers with order tracking menu inquiries payment issues and account management.
Provide accurate information about delivery times restaurant availability and promotions.
- Issue Resolution:
Investigate and resolve customer complaints delivery delays and missing items.
Collaborate with delivery partners and restaurants to address any servicerelated issues.
Escalate complex cases to supervisors or relevant departments when necessary.
- Order Management:
Process orders cancellations and refunds efficiently.
Update customer profiles and maintain accurate records.
Ensure seamless coordination between customers drivers and restaurants.
- Product Knowledge:
Stay informed about our food delivery platform features and policies.
Educate customers on app functionalities discounts and loyalty programs.
Troubleshoot technical issues related to the app or website.
- Professional Communication:
Communicate clearly and empathetically with customers.
Use active listening skills to understand their needs and concerns.
Maintain a positive and friendly demeanor even during challenging interactions.
- Quality Assurance:
Follow established guidelines and protocols for consistent service delivery.
Participate in training sessions to enhance product knowledge and customer service skills.
Contribute to improving processes and workflows based on customer feedback.
- Team Collaboration:
Work closely with other call center agents supervisors and crossfunctional teams.
Share insights and best practices to enhance overall customer support.
Remote Work :
No
Employment Type
Full Time
