Duties & Responsibilities – BPO Sector 

● Manage large amounts of incoming phone calls, emails & live chats. 

● Handling applications and software such as CALLHIPPO, iCore, Taurus back office, ABP tool, live agent, KANA, Playtech IMS, Verient, Alpine back office, V4, Tableau server, CPS, ect. 

● Identify and assess customers’ needs to achieve satisfaction. 

● Managing the customer accounts by getting the necessary paperwork from clients and completing the surveys and verifications needed to confirm the accounts of the clients is secure and safe. 

● Provide accurate, valid, and complete information to customers by using the right methods/tools. 

● Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. 

● Keep records of customer interactions, process customer accounts and file documents