Duties & Responsibilities :

• Operational Duties: 
• Answering calls:
  • Promptly and professionally answering incoming calls from customers.
  • Greeting customers.
  • Listening to their concerns and providing appropriate assistance or solutions.

• Customer support:
  • Assist customers by addressing their inquiries, concerns, or complaints.
  • Strive to provide excellent customer service by actively listening, empathizing, and resolving issues effectively and efficiently.
  • Troubleshooting technical issues or problems customers may encounter with products or services. 
  • Maintain confidentiality of HAP’s client’s data. 
  • Achieve the FCR (First Contact Resolution).
  • Collaborating with other departments or escalating complex problems to the appropriate personnel.
  • Provide accurate and timely information on service issues and delivery date and time.
  • Process customer orders accurately and completely.
  • Maintain accurate customer orders records.

• Service knowledge:
  • Understanding of the company's B2B services, and explain service features, and benefits to customers and provide accurate information.
  • Use knowledge and resources to identify, analyze, and resolve customer issues effectively.
  • Being aware of applicable regulations related to data privacy, consumer protection, and telemarketing practices to ensure compliance during customer interactions.

• Documentation and Data Entry:
  • Maintain a record of B2B customer interactions for future reference or analysis.
  • Complete all necessary documentation related to different transactions handled.