Job Description Overview:
- To adhere to quality standards, regulatory requirements, and company policies.
- To ensure positive customer experience and CSAT through first call resolution and proper escalation of complaints, Adverse Events, and submission of appropriate help desk tickets.
- Handles needs of customer via phone, chat, email, and SM in accordance with program standards.
- Independently resolve issues within scope at time of interaction.
- Participate in knowledge updates/fresher training, coaching plans, and roundtables.
- Reliably adheres to schedule provided by operations to ensure SLAs are met.