1-2 years call center experience preferred. Please refer to the job advert for further information.
Customer Support Agent - Escalations
Job Description
- Quickly grasp and adapt to Daraz’s systems and processes as guided.
- Address customer queries and complaints following Daraz's Standard Operating Procedures (SOPs).
- Collaborate with customers to resolve complaints, escalate issues to relevant internal departments, and ensure timely follow-up.
- Maintain call quality and productivity in alignment with set Key Performance Indicators (KPIs) while ensuring adherence to company policies and compliance requirements.
- Identify areas of improvement based on customer feedback and self-assessment, and suggest actionable recommendations.
Required Qualifications
- Minimum of a Bachelor's degree required (flexibility for candidates with significant experience).
- 1-2 years call center experience preferred.
- Strong verbal and written communication skills in both native language and English.
- Exceptional people management skills—calm, soft-spoken, and persuasive demeanor.
- Proficiency in system handling, particularly Microsoft Office tools.
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