Call Center Customer Service Representative

<p><strong>Job Responsibility: </strong></p><p><br></p><p>• Support in providing answers to the inquiries set by phone and other channels on our products and services in order to promote and support the public image.</p><p><br></p><p>• Assist the continuous management and enhancement of our Care Knowledge Base by ensuring accuracy, accessibility, and unified content across channels to empower staff and improve the consistency of customer communication.</p><p><br></p><p>• Assist in conducting periodic reviews of customer interactions across all channels by evaluating calls, chats, and emails to identify recurring challenges, assess quality standards, and uncover opportunities for service enhancement.</p><p><br></p><p>• Support in monitoring quality assessment scorecards by tailoring metrics to each function to objectively measure performance and reinforce accountability across service teams.</p><p><br></p><p>• Assist customer satisfaction surveys and structured feedback loops by analyzing survey insights and sentiment data to drive actionable, organization-wide initiatives that improve service outcomes and client trust.</p><p><br></p><p>• Support post-resolution engagement with dissatisfied customers or members, ensuring follow-up communication and remediation efforts restore trust and reinforce our reputation.</p><p><br></p><p>• Assist in initiating continuous improvement programs that integrate lessons learned, analytics, and innovation, embedding a sustainable culture of service excellence and operational agility.</p>

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