Duties & Responsibilities Build rapport with customers by handling all chat/email interactions in a courteous and professional manner. Ensure accurate and consistent communication of product and service information during all customer interactions. Obtain, clarify, and verify customer information to ensure delivery of high-quality customer service. Demonstrate empathy where required and provide customers with personalized and supportive assistance. Accurately tag all chats/emails in line with the defined tagging guidelines. Ensure all interactions meet the set quality standards and compliance requirements. Contribute to continuous improvement of customer experience by identifying process or productivity gaps and reporting them to the Team Leader. Use approved tools and systems to effectively respond to customer inquiries and requests. Adhere strictly to attendance and shift schedules. Support onboarding and training of new team members through mentorship where required. Prepare and submit daily performance reports where applicable. Escalate complex queries to the Team Leader for timely resolution. Consistently meet daily performance targets and KPIs. Knowledge, Skills & Abilities Minimum of a Bachelor’s Degree or Diploma in a relevant field. Strong listening skills with the ability to probe effectively for accurate understanding of customer needs. Good typing speed and strong computer literacy, especially Microsoft Office applications. Excellent written communication skills with fluency in English (additional local languages is an advantage). Ability to work effectively in a team-oriented environment. Strong emotional control and ability to remain calm under pressure. Positive attitude with a consistent level of energy and professionalism throughout the workday. Willingness to continuously learn product and service updates. Work Conditions Ability to work in a 24/7 shift environment, including nights, weekends, and public holidays. Willingness to work overtime based on business requirements. Must reside within a reasonable commuting distance to the office. May be required to undergo periodic occupational health assessments. Years of Relevant Experience 0–1 year in customer service, preferably in a call center or ecommerce environment. Basic understanding of customer service processes and product knowledge is an added advantage. Behavioural Competencies Customer Focus Demonstrates strong understanding of products and services. Maintains professionalism, friendliness, and empathy in all interactions. Consistently delivers high standards of customer service. Teamwork Supports colleagues and contributes to team success. Observes punctuality and adherence to schedules. Assists in onboarding and mentoring new employees where required. Communication Communicates clearly and professionally with customers. Uses facts and logic to resolve customer concerns effectively. Performance Orientation Consistently meets performance targets despite repetitive tasks. Monitors own performance and takes corrective action when necessary. Seeks support when needed to improve results. Self-Management Demonstrates enthusiasm and accountability in daily tasks. Sets personal development goals and works towards them. Adaptability Responds positively to changing work demands. Adjusts effectively to new processes and environments.