Customer Interaction & Service

• Handle inbound/outbound calls, emails, live chat, and WhatsApp in a courteous and professional manner.
• Provide accurate information on Cellipay's financing products, eligibility, and repayment plans.
• Demonstrate empathy and maintain a consistently positive attitude in every interaction.
• Ensure delivery of exceptional customer service at all times.

Issue Resolution & Escalation

• Resolve customer complaints and queries at the first point of contact wherever possible.
• Appropriately escalate unresolved issues to the Team Lead for speedy resolution.
• Follow up with customers on pending or escalated matters until full resolution.
• Update and maintain accurate customer records in CRM after every interaction.

Quality, Compliance & Reporting

• Ensure all interactions comply with Cellipay's quality parameters and standards.
• Meet and exceed daily, weekly, and monthly KPI and CSAT performance targets.
• Submit daily/weekly/monthly reports to the Team Lead as applicable.
• Adhere strictly to attendance schedules, including weekends and public holidays.

Continuous Improvement

• Identify process/productivity improvement opportunities and highlight to the Team Lead.
• Collaborate with teammates and cross-functional teams for seamless customer support.
• Participate in training sessions, performance reviews, and team meetings.

• Handle inbound/outbound calls, emails, live chat, and WhatsApp in a courteous and professional manner.
• Provide accurate information on Cellipay's financing products, eligibility, and repayment plans.
• Demonstrate empathy and maintain a consistently positive attitude in every interaction.
• Ensure delivery of exceptional customer service at all times.
• Resolve customer complaints and queries at the first point of contact wherever possible.
• Appropriately escalate unresolved issues to the Team Lead for speedy resolution.
• Follow up with customers on pending or escalated matters until full resolution.
• Update and maintain accurate customer records in CRM after every interaction.
• Ensure all interactions comply with Cellipay's quality parameters and standards.
• Meet and exceed daily, weekly, and monthly KPI and CSAT performance targets.
• Submit daily/weekly/monthly reports to the Team Lead as applicable.
• Adhere strictly to attendance schedules, including weekends and public holidays.
• Identify process/productivity improvement opportunities and highlight to the Team Lead.
• Collaborate with teammates and cross-functional teams for seamless customer support.
• Participate in training sessions, performance reviews, and team meetings.

• Diploma