Ensure all team members attend to all calls with high professionalism to ensure quality Customer service.• Liaise with IS team to ensure Smooth day to day Operations.• Generate regular performance reports on timelines already set.• Analysis of Customer request for prompt resolution and provide customer feedback to management as also suggest for process improvements/Simplification.• Escalating Customer issues to appropriate backend team for immediate resolution.• Effectively implement business campaigns (for example selling specific VAS).• Timely escalation of important issues to supervisor that may affect seamless delivery of Services or staff.• Effective participation in product /service pre-launch process (UAT) and provide inter functional support.• Seek feedback from field/customers to constantly improve on perception of service provided by call center

Promptly answers customer queries on phone, takes customer complaints and satisfies them. Provide up-to-date, accurate and appropriate information to customers.Updates CRM system for each interaction for building relationship with client and provides a link for the next interaction.Carries out campaigns from time to time.Up sells VAS and enhance revenues.Educate and promote new schemes, promos and value added services.Developing positive professional relationship for business growth.