This position will primarily handles customer inquiries and issues through written communication channels such as email and chat. The role involves responding to customer questions, resolving complaints, providing product and service information, and updating customer records. The agent must be able to manage time effectively, work independently, and maintain a customer-focused approach to ensure a high level of satisfaction.

Responsibilities:

Accurately assists customers via chat and email in accordance with the required response time Processes customer documents where needed Offers proactive support to address errors, mistakes and technical errors Completes customer interactions within the agreed service level agreement (SLA) Creates added value by supporting cross-sell initiatives and promotional offers Meets or exceeds quality targets Strives to ensure a high customer satisfaction level always Offers resolutions to disputes