Customer Care Agent

Customer Interaction & Service

•     Handle inbound/outbound calls, emails, live chat, and WhatsApp in a courteous and professional manner.

•     Provide accurate information on Cellipay's financing products, eligibility, and repayment plans.

•     Demonstrate empathy and maintain a consistently positive attitude in every interaction.

•     Ensure delivery of exceptional customer service at all times.

Issue Resolution & Escalation

•     Resolve customer complaints and queries at the first point of contact wherever possible.

•     Appropriately escalate unresolved issues to the Team Lead for speedy resolution.

•     Follow up with customers on pending or escalated matters until full resolution.

•     Update and maintain accurate customer records in CRM after every interaction.

Quality, Compliance & Reporting

•     Ensure all interactions comply with Cellipay's quality parameters and standards.

•     Meet and exceed daily, weekly, and monthly KPI and CSAT performance targets.

•     Submit daily/weekly/monthly reports to the Team Lead as applicable.

•     Adhere strictly to attendance schedules, including weekends and public holidays.

Continuous Improvement

•     Identify process/productivity improvement opportunities and highlight to the Team Lead.

•     Collaborate with teammates and cross-functional teams for seamless customer support.

Participate in training sessions, performance reviews, and team meetings.