Contact Center Agent
ការពិពណ៌នាការងារ
Customer Interaction:
* Answer inbound calls, emails, and chats promptly and professionally.
* Provide accurate information on account setup, transactions, and platform features.
Issue Resolution:
* Troubleshoot common technical problems (password resets, login issues).
* Escalate unresolved or complex issues to the Senior Support Team.
Data Entry & Documentation:
* Accurately log all customer interactions and resolutions in the CRM system.
* Update customer records and maintain call notes for quality tracking.
Service Level Adherence:
* Meet key performance indicators: average handle time, first-call resolution, and customer satisfaction.
* Follow scripts and quality standards to ensure consistent service delivery.
Product Knowledge & Continuous Learning:
* Maintain up-to-date knowledge of new features, policy changes, and service offerings.
* Participate in regular training sessions and team meetings.
Compliance & Quality:
* Comply with data protection, KYC, and AML procedures as applicable.
* Adhere to company policies and regulatory requirements in all interactions.
Job Requirements
• High school diploma or equivalent; further education preferred.
• 1–2 years’ experience in a call center or customer support role.
• Excellent verbal and written communication skills in English.
• Basic computer literacy and familiarity with CRM or ticketing tools.
• Friendly, patient, and customer-focused attitude.
• Ability to work in shifts, including weekends and holidays.
