Call Center Agent

Main Duties and Responsibilities

• Provide information and support services addressing IT related queries
• Strictly follow the SLA for technical issues and update the tickets status in internal and partner portal
• Monitor and track the call status and ensure that the technical support team respond to the tickets as per the SLA
• Attend to customer complaints as high priority in coordination with the Senior Agent or direct manager
• Route inbound calls to the appropriate resources
• Guide and inform customers on new products, services and policies
• Process orders, forms and application requested by the customers
• Review customer accounts and provide updates on billing, shipping, warranties and any other account items
• Document all call information and run reports to analyze the call status and problems in coordination with the Senior Agent or direct manager
• Remain abreast and fully equipped with latest technology and secure tools