Contact Center Agent

Key Responsibilities:

1. Customer Interaction & Service Excellence:

· Handle 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.

2. COPC-Aligned Process Adherence:

· Adhere 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.

3. Quality & Continuous Improvement:

· Participate 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.

4. Collaboration & Communication:

· Work closely with the Team Lead and QA & Training Officer to support coaching and development initiatives.

· Attend briefings, team huddles, and performance review sessions.

· Escalate unresolved or high-impact cases following the escalation process.