CCA3 - Customer Care Agent - 22.01

About the job CCA3 - Customer Care Agent - 22.01

BASIC FUNCTIONS:

• The agents will be trained to handle first level support and will be given the list of scenarios which are to be escalated to the in-house team whenever necessary. Some of the concerns that the customers raise would be the following:

• a. following up on orders (less than 5%)
• b. following up on an existing status ticket
• c. answering basic FAQs (usually pre-sales)
• d. checking on the stock/inventory of certain products
• e. requesting for warranty claims

• For customers complaining about the products received, the agents are to ask certain sets of questions and possibly ask the customer to take picture of the product, and the information will be escalated for the in-house team to take over.
• If there is a customer who would like to place an order over the phone, the agents are to send a ticket with the customer's ...