Customer Care - Agent Support Officer

The Customer Care Agent Support Officer is responsible for providing effective support to agents by addressing inquiries, resolving issues, and offering technical assistance through various communication channels. The role involves processing agent requests, ensuring timely follow-ups, and maintaining accurate records of transactions. The officer will also adhere to quality standards and SLAs, striving for continuous improvement in service delivery and agent satisfaction.

Respond to Agent Inquiries:

• Address Agent inquiries via various communication channels such as phone, email, chat, or social media.
• Provide accurate and timely information about products, services, policies, and procedures.

Assist with Issue Resolution:

• Investigate and resolve Agent complaints, issues, or concerns in a professional and timely manner.
• Utilize problem-solving skills to identify root causes and offer appropriate solutions.

Provide Technical Support:

• Offer technical assistance and troubleshooting support to Agents experiencing product or service-related issues.
• Guide Agents through step-by-step instructions to resolve technical problems or escalate to specialized support teams when necessary.

Process Agent Requests:

• Ensure accuracy in processing and maintain detailed records of Agent transactions.

Follow-Up and Follow-Through:

• Follow up with Agents to ensure satisfaction after issue resolution or service delivery.
• Monitor ongoing issues and ensure timely follow-up until resolution, keeping Agents informed throughout the process.

Maintain Quality Standards:

• Adhere to established quality standards and service level agreements (SLAs) for response times, resolution times, and Agent satisfaction.
• Continuously strive to improve service delivery and exceed performance targets.