Contact Center Agent/Merchant Happiness

Job Summary:

We are looking for dedicated and customer-focused Contact Center Agents to join our growing team. The role will primarily involve handling customer inquiries via chat, email, and other non-voice platforms. A background in voice support and 1–2 years of BPO experience is a strong advantage. This is an on-site position ideal for those who thrive in a collaborative and fast-paced environment.

Key Responsibilities:

• Assist customers with product/service questions, troubleshooting, order updates, and general concerns.

• Document customer interactions and update internal systems with accurate information. Escalate unresolved issues to appropriate departments or supervisors as needed.

• Meet individual and team performance metrics such as response time, resolution rate, customer satisfaction, etc.

• Adhere to internal processes, service guidelines, and quality standards.
  

Qualifications:

• At least 1–2 years of BPO or customer service experience (non-voice or voice).

• Able to work in shifts 24/7

• Able to work from the office and Familiar with customer care CRM, i.e. Zendesk, Zoho Desk, Sales Force

• Strong written communication skills and attention to detail.

• Experience in chat or email support platforms is a plus.

• Background in voice support is an advantage but not required.

• Willing to work on-site and on shifting schedules, including weekends and holidays.

• Positive attitude, professionalism, and a customer-first mindset.