Customer Support Representative

Job Description

Handle inbound and outbound calls related to loans and subsidies Address customer inquiries regarding loan products, application processes, status updates Guide customers through the application process, including filling out forms and explaining required documentation. Assist customers in understanding eligibility criteria, interest rates, and loan terms. Escalate complex issues to higher authorities or specialized departments when necessary. Accurately input customer information into the CRM system Maintain detailed records of customer interactions, comments, and complaints. Provide clear, concise, and accurate information to customers. Keep customers informed about the status of their applications and any required actions Gather customer feedback on products and services Report common issues and suggestions to improve service quality Work closely with other departments Participate in team meetings and training sessions to stay updated on product knowledge and customer service techniques Utilize call center software, customer relationship management (CRM) systems, and other relevant tools effectively Meet individual and team performance targets, including call handling time, customer satisfaction scores, and resolution rates Continuously improve service quality through feedback and training. Skills and Qualifications: Communication Skills: Excellent verbal and written communication skills to interact effectively with customers Problem-Solving Skills: Ability to analyze issues and find solutions efficiently. Attention to Detail: Accuracy in data entry and documentation. Patience and Empathy: Ability to handle challenging customer interactions with patience and empathy. Technical Skills: Proficiency in using call center software and CRM systems. Financial Knowledge: Basic understanding of financial products, especially loans, and banking procedures.