Key Responsibilities Customer Interaction & Service ExcellenceHandle inbound and outbound customer inquiries professionally and efficiently across all channels.Follow established scripts, SOPs, and workflows to ensure accurate and consistent service delivery.Ensure first‑contact resolution (FCR) wherever possible to enhance customer experience.Demonstrate empathy, clarity, and ownership in every interaction. COPC‑Aligned Process AdherenceAdhere to all Key Customer‑Related Processes (KCRPs) defined by the organization.Follow process controls, accuracy checks, and compliance requirements to reduce errors and recontacts.Ensure each handled transaction meets COPC service, quality, and compliance standards.Report process gaps, system issues, and customer pain points to supervisors for improvement. Quality & Continuous ImprovementParticipate in Transaction Monitoring (QA evaluations) and apply feedback received from QA and Team Leads.Achieve required quality benchmarks such as accuracy, critical error avoidance, and communication standards.Attend required training, calibrations, refresher sessions, and coaching sessions.Contribute to process improvement by sharing recurring customer issues and suggestions. Performance & ProductivityMeet or exceed daily/weekly KPIs including:CSATAHT (Average Handle Time)FCRQuality scoreSchedule adherenceProductivity targetsUse systems (CRM, ACD tools) efficiently with minimal errors.Manage time effectively to handle workload within SLAs. Documentation & AccuracyLog all interactions accurately and completely in the CRM and ticketing systems.Ensure proper tagging, categorization, and follow‑up actions.