Customer Service Representative (Inbound & Outbound)

About the role

We are looking for a Customer Service Representative to manage inbound and outbound calls, handle digital and social media inquiries, and support e‑commerce transactions. The role focuses on maintaining high service standards, meeting key performance indicators, and ensuring timely resolution of customer issues.

Key responsibilities

• Manage inbound and outbound call volumes, achieving AHT, SLA, abandonment, and CSAT targets.
• Follow up on all dropped or abandoned calls, tickets, and escalations within 24 hours.
• Monitor and respond to customer inquiries on social media and digital platforms, providing feedback within 25 minutes of escalation.
• Assist customers with online orders, payments, activations, delivery tracking, and post‑sale support.
• Execute outbound verification calls for Biomass products, ensuring accurate serial number matching and reporting anomalies.
• Maintain quality assurance scores and adhere to documentation standards in the CRM system.
• Participate in pre‑shift briefings, performance reviews, coaching, and training sessions.

Required profile

• Female candidates are strongly encouraged to apply.
• Ability to meet daily call and verification targets.
• Strong attention to detail and commitment to follow‑up within defined timeframes.

Required skills

• Proficiency with CRM software for documentation and case management.
• Experience handling social media and digital customer care platforms.

What we offer

• Opportunity to work in a dynamic call‑center environment.
• Training and development programs to improve performance.