Call Center Agent

Role Overview

Call Center Agent at Jeeny, a mobile application that eases daily commuting and transportation by connecting users with their preferred mode of transportation.

Company Overview

Jeeny is a mobile application that makes mobility accessible, affordable, and flexible for all. The company is one of the leading mobility platforms in the region.

Role Purpose

Handle customer inquiries, requests, and complaints through inbound and outbound calls and help center tickets via designated channels, providing accurate and timely support while maintaining high customer satisfaction and meeting established service and performance standards.

Key Responsibilities

Customer Support Delivery

• Handle inbound and outbound customer calls in a professional and courteous manner.
• Respond to customer inquiries and provide accurate information about products, services, and processes.
• Handle and resolve help center tickets through designated channels, ensuring timely and accurate responses.

Issue Resolution

• Identify customer needs and resolve issues efficiently or escalate them when required.
• Handle customer complaints professionally and work toward effective resolutions.
• Coordinate with other departments when customer issues require further investigation or action.

Operations & Standards

• Record customer interactions, requests, and resolutions accurately in the CRM or ticketing system.
• Follow company policies, procedures, and customer service standards.
• Meet assigned KPIs, including SLA, call handling time, productivity, quality, and customer satisfaction.
• Contribute to team goals and support a positive customer experience.

Qualifications & Experience

• High School Diploma or equivalent required.
• Bachelor's degree strongly preferred.

Skills & Competencies

• Strong verbal and written communication skills.

Additional Information

• Work in a dynamic and collaborative environment.
• Career growth and professional development opportunities.