What are the roles of customer care executive?

Answer 1

1. Key roles of agents/CSECommonly, public relates contact center agents' job description as an operator. What really happen in a contact center is actually more than that. An agent's job description usually involving:

1.1 Answering incoming customer contactsA contact center uses varieties of media to communicate with customers. Most common media are phone calls, emails, chat room, fax and the latest is via short messaging system (SMS). These methods are used by customers to seek help from customer service desk. So in order to be an effective and active agent, one must be able to handle the latest technologies provided by the employers. 1.2 Taking complaints and questionsEach customer that contacted the service center will have their own complaints or queries. Each complaints and queries must be answered in an orderly manner, regarding to the company's standard. This matter requires agents to have appropriate listening skills, questioning skills and empathy skills. 1.3 Gather relevant information relating to the customer's concernAs another function of contact center is to provide a quality customer experience, most probably a satisfied customer will return for another service. Therefore, it is important for the agents to keep records of the customers so that they will not have to give it again next time. The relevant information that gathered will be used by the company for documentations and sharing with other companies.

All of the processes above are done using the agreed procedures set up by the companies. The agents will try to attempt to resolve any query or concern of the customers in just a single phone call.